Customer Relations Analyst I

Overview

The Webloyalty Manila Customer Care Specialist II is an assignment given to Customer Care Representatives for the Webloyalty Manila business. The CCS II Segment of the Webloyalty business deals with cases that have been escalated due to the need for further investigation or review of the case details or member request, escalated to avoid “business risks” involving media, authorities, social media, legal and/or business regulatory organizations, cases that require “ad‑hoc” steps or specialized tools, cases requiring authorization to process requests from members, the need to escape from frontline CSR as requested by the member or cases requiring further or specialized knowledge.

Responsibilities

The CCS II will directly report to the CCS II Team Leader. The CCS II will handle escalated complaints for their assigned market or where applicable based on the CCS II’s language proficiency, the CCS II's training and the business volume’s need. Escala...