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 escalate from frontline CSR as requested by the member or cases requiring further or specialized knowledge.

• 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. Escalations will be received via email and where appropriate escalated/transferred calls.
• The CCS II is required to log-in to the CCS II hotline at all times and will multi-task during avail to work on KANA email. Certain “project cases” may require the CCS II longerdocumentation time.
• The CCS II will provide real-time feedback to the leadership team or WL Reputation Managers/business contacts when business risks arising from customer concerns are identified. Instructions and updates provided by the Reputation Managers and/or business contacts will be executed on in a timely manner and likewise be communicated to the CCS II Team Leader to ensure alignment and calibration.
• The CCS II will document all member correspondence and will utilize required tools to ensure issue resolution.
• The CCS II will take ownership of cases and ensure KANA cases are completed before hitting Over-due status. Endorsement of cases when applicable is expected from the CCS II.
• The CCS II will attend required training sessions and meetings with internal and external partners.
• The CCS II will accomplish Escalation Logs and all other reports/documentations required by the role or the cases being handled.
• The CCS II will provide support through consultation and where applicable training for other support members including the leadership team on the approved complaint handling approach.
• The CCS II is expected to meet performance targets set forth for the role and will comply with the Company’s Policies.
• Quality guidelines will be applicable for the CCS II group and CCS IIs are expected to comply to such Quality guidelines and meet Quality goals along with other Performance goals for the CCS II group.
• Consecutive failed Quality and other performance scores as well as violations against company policies resulting to Corrective Action depending on the severity will result to re-assignment of the CCS II as frontline representative.
• The CCS II should prioritize the request from our reputation managers at all times, ideally CCS II must respond to their request in less than 30 minutes and within a maximum of 24 hours.
• The CCS II will attend required training sessions and meetings with internal and external partners.
• Must be fluent in English and Spanish both oral and writing.