Customer Relations Specialist

Company Description

Who are we? 

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally. 

We’re a purpose driven business and our mission is clear. We endeavour to create experiences that people love, by revolutionizing the way they connect and communicate with brands. 

Why work with TSA? 

• Competitive Salary Package + HMO coverage with free dependent + Life Insurance Coverage 
• Our #TSAWays are what we are all about. Think of them as the vibe! 
• Join a company that promotes from within – work your way up and across the business 
• Comprehensive training, with ongoing coaching and development 
• A vibrant and rewarding recognition program - We love to celebrate our people!
• We are proud of our fun, friendly and supportive team environment 

Job Description

Responsibilities 

As a Customer Relations Specialist you are responsible for coordinating the timely response to customers concerns, complaints and escalations on behalf of this travel account with the goal to providing first contact resolution via the customer's channel of choice. Maintaining high service levels, you will be responsible for delivering outstanding customer recovery throughout the customers journey. You'll be a key point of contact for our customers in the Customer Recovery team. Your communication skills, resilience, problem solving ability, showing care and empathy for our customers, and self-starting attitude will set you up for success in the team.

There will be times that you will be working in the grey, each interaction will be different and there isnt a simple answer for everything. But you will be provided the tools and support, together with your strong problem solving ability, to find the best solution. 

What will a normal day look like? 

• Receive and assess customers complaint, compliments and questions. 
• Analyse the customers concerns to determine the most appropriate approach for resolution 
• Respond and resolve customers concerns to ensure a balance between optimum outcomes for the customer and the business in accordance with brand values, company standards and service levels.
• Actively ensure the safety and security of all people, assets, systems and procedures under own control of influence to ensure compliance with safe operating practices, company policies and all regulations. 
• Determine the most appropriate way to communicate back with the client, via email or phone. 
• Establish ana maintain relationships with internal and extern stakeholders to prioritise, effectively deliver and satisfy the business and customer needs 

Qualifications

Core Competencies: 

• Excellent verbal and written communication skills 
•  Evolved complaint resolution experience and skill 
• Understanding of Consumer Law in retail or manufacturing industries 
• Demonstrates high levels of Emotional Intelligence and ability to modify style of customer experience 
• Strong attention to detail 
• Strong time management skills 
• Ability to multi-task and accepting of change 
• Low risk decision making ability 
• Demonstrates high levels of professionalism Consistently constructive
• With high computer literacy Priority will be given to 

Basic Qualifications: 

• Must have at least 1 year experience complaint resolution across Telephone/Call, E-Mail, Chat, Social Media and written correspondence in a Contact Centre/BPO environment 
• Must be amenable to work both on-site 
• Successful applicants with valid NBI clearance and government numbers. 

Additional Information

At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.

We take our responsibility to protect the health and well-being of our team and our community very seriously.

IMPORTANT: The Inter-Agency Task Force for the Management of Emerging Infectious Diseases (IATF) issued Resolution No. 148-B which states that, effective December 1, 2021, all employees reporting on-site must be vaccinated against COVID-19. If you have questions regarding this guideline, please make sure to discuss this with our Recruitment Team during job offer.

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Philippines Office address:

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300