Position Summary:
We are seeking a highly skilled Customer Experience Specialist to join our team. You will be tasked with managing escalations, ensuring that complex or sensitive customer issues are resolved promptly and effectively. This role is crucial in ensuring the effective resolution of escalations and maintaining high levels of client satisfaction. This role will also include occasional projects aimed at improving Customer Experience across all touchpoints.
Job Details:
- Work from Home
- Monday to Friday | 12 AM to 9 AM Manila Time
Responsibilities:
- Act as the primary point of contact for customer escalations, ensuring timely and satisfactory resolution.
- Handle complex product issues escalated by other Aspire support, success, sales teams and provide support to clients internal teams on the most sensitive and complicated product issues
- Handle payments, cards, and account emergencies
- Analyze root causes of escalations and collaborate with relevant teams to implement long-term solutions.
- Maintain detailed records of all escalations and resolutions to identify trends and areas for improvement.
Qualifications:
- Minimum 2 years experience
- Available for Weekend and Night/Graveyard shift
- Proven experience in managing escalations within the fintech or payment industry.
- Positive attitude, self-motivated, and have full ownership of your scope
- Excellent client service skills with a client-centric approach
- Ability to analyze data and generate actionable insights.
- Familiarity with CRM software and customer experience management tools.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Fluency in English (Written and Spokes)