Associate, Customer Relations - Philippines Based Role
Black Pearl
- Taguig City, Metro Manila
- Permanent
- Full-time
- Account Management:
- Be the main point of contact for vecinos, fostering open communication to build trust and long-term relationships.
- Address vecino inquiries, requests, and complaints through various channels, including email, phone, and in-person meetings.
- Manage accounts from the turnover of signed Contract to Sell (CTS) and pre-signed Deeds of Acceptance (DOAs) to the final delivery of the property title in the vecino's name.
- Cultivate strong relationships with key stakeholders to ensure timely delivery of the property according to specifications and quality standards.
- Provide quarterly updates on project progress to vecinos.
- Act as a liaison between vecinos and internal teams to resolve any issues efficiently.
- Ensure all communications comply with company standards, procedures, guidelines, and policies.
- Maintain accurate and up-to-date records in databases, goal trackers, and other monitoring systems for improved team efficiency and evaluation.
- Submit reports to the Team Lead as required.
- Collection Support:
- Collaborate with the collection support group to ensure annual collection targets are met.
- Facilitate communication between vecinos and the collection support group regarding their bank loan application status.
- Proactively identify and reach out to accounts with delinquent payments, unresponsiveness, or non-compliance with requirements.
- Bachelor's degree in Business Administration, Customer Service, or a related field (preferred)
- Minimum of 1 year of experience in customer service or account management
- Excellent communication, interpersonal, and relationship-building skills
- Strong problem-solving and conflict resolution skills
- Highly organized and detail-oriented with a commitment to accuracy
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Ability to work independently and as part of a team
- Positive attitude and a passion for providing exceptional customer service