Customer Experience (CX)

● Manage and resolve large volume of customer concerns and inquiries

• Effectively probe customer issues to uncover root cause and provide the best
  solutions.
• Thoroughly search through resources to identify to the root of the issue.
• Follow the correct policies and processes; Transfer and/or escalate when needed
• Follow through on all commitments to the customer.
• Process and execute requests (via case/order) in CRM, when needed.
• Demonstrate proactive care and promote self-care when applicable.
• Use prescribed talk points for quick-kill concerns.
  ● Maintain a positive attitude towards customers at all times.
  ● Show empathy and reassure customer that help is on the way, while being able to act like
  a business owner
  ● Accurately document conversations and interactions with the customer in CRM.
  ● Meet personal and team KPI goals
  ● Adhere to and comply with Globe security policies, such as but not limited to:
• Contact information management - keep the confidentiality of contact information
  and personal information of customers
• Ensuring all transactions are properly authenticated prior to execution / compliance
  to the Call Verification Policies and Procedures
• Compliance to information security policies in general: no sharing of password,
  regular password update, white room /clean desk policy, unauthorized storing of
  customer information /data