At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description Responsible for handling and resolving customer complaints and issues to ensure customer satisfaction and retention. This role involves direct interaction with customers to understand their concerns, investigate issues, and provide effective solutions. The Customer Recovery Agent plays a crucial role in rebuilding trust and loyalty with customers by delivering excellent service and ensuring that their problems are addressed promptly and professionally.

DUTIES AND RESPONSIBILITIES:
 

Customer Interaction:

Handle customer complaints and inquiries in a timely and professional manner.

Listen to customers’ concerns, empathize with their situations, and gather relevant information to understand the issue fully.

Issue Resolution:

Investigate customer issues thoroughly to identify the root cause and determine appropriate solutions.

Work with other departments to resolve issues and ensure customer satisfaction.

Follow up with customers to ensure their issues are resolved and they are satisfied with the outcome.

Documentation and Reporting:

Maintain accurate records of customer interactions, complaints, and resolutions in the customer service management system.

Prepare regular reports on the status of customer complaints and the effectiveness of resolutions.

Policy and Procedure Adherence:

Follow company policies and procedures for handling customer complaints and escalations.

Ensure compliance with regulatory requirements and industry standards in all customer interactions.

Customer Experience Enhancement:

Provide feedback to the Customer Recovery Team Lead and other relevant departments on recurring issues and potential areas for improvement.

Participate in training sessions and team meetings to stay updated on best practices and new procedures.

Performance Metrics:

Meet or exceed performance targets for response time, resolution time, and customer satisfaction.

Continuously improve personal performance by seeking feedback and participating in professional development opportunities.

KPIs:

Acknowledgement Rate

Service Level (SLA)

Resolution Rate 

Quality Audit 

Case Management

Mitigation of mediation cases

TOP 3-5 DELIVERABLES:

1. Efficient and Effective Issue Resolution:

Promptly and accurately addressing customer complaints and issues with professionalism, empathy, and a focus on achieving satisfactory resolutions.

Demonstrating strong problem-solving skills to identify root causes of customer concerns and implement appropriate solutions or escalate issues as necessary.

2. Exceptional Customer Service:

Providing exceptional customer service throughout the recovery process, including active listening, clear communication, and proactive follow-up to ensure customer satisfaction.

Building rapport and trust with customers by demonstrating empathy, understanding, and a commitment to addressing their needs and concerns.

3. Compliance with Policies and Procedures:

Adhering to organizational policies, procedures, and regulatory requirements in all customer interactions and issue resolution activities.

Ensuring that all customer recovery efforts are conducted ethically, transparently, and in accordance with applicable laws and regulations.

4. Accurate Documentation and Reporting:

Maintaining accurate and detailed records of customer interactions, complaints, and resolutions in accordance with organizational standards and requirements.

Providing timely and comprehensive reports on customer issues and feedback to inform decision-making and continuous improvement efforts.

5. Continuous Learning and Development:

Actively seeking opportunities for learning and professional development to enhance knowledge, skills, and competencies related to customer recovery and service excellence.

Participating in training programs, workshops, and coaching sessions to improve performance and contribute to the overall success of the customer recovery team.

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.