DE033584-Customer Service Senior Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Senior Analyst WORK SETUP: Hybrid OVERALL PURPOSE: The Team lead is responsible for work assignments, managing quality of service of the team and driving the performance of the team to meet business objectives. RESPONSIBILITIES: • Keep the customer at the center of the team's thinking by taking responsibility for customer satisfaction and loyalty. Handle complex customer escalations using sound judgment to deliver resolutions within agreed timeframes while creating opportunities to improve consultant effectiveness. • Manage and meet customer expectations by optimizing team performance through identifying, improving, and implementing localized initiatives that reduce customer effort, increase customer loyalty, and improve customer acquisition and retention. • Provide daily leadership and oversight of team workflow, ensuring the quality and quantity of output through effective on-the-job training, coaching, and fostering an environment that drives high performance and career growth at Origin. • Collaborate closely with other Team Leaders, Operations Managers, and support partners to ensure the voice of the customer and the business is represented. • Ensure all sales practices comply with industry regulatory requirements and Origin’s internal policies as a minimum standard. • Create a highly engaged workforce by leading with a compelling vision that connects the team to broader Retail objectives. • Conduct effective and timely performance monitoring, counseling, and coaching of team members, focusing on delivering consistent and balanced team performance through the effective use of performance and behavior management frameworks. OTHERS: Project Shift Schedule: Morning Shift Project Rest Day: Weekends Off Project/Team Location: Quezon Gateway Tower 2

SKILLS AND QUALIFICATIONS: Standard Team Lead profile At least 3 years relevant experience; 1 year supervisory experience

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