CLIMATE CONTROL SOLUTIONS

METRO MANILA

KEY RESPONSIBILITIES

Helpdesk (Call Center)

• Operational meetings assuring quality, SLA's KPI achievement and facilitated communication and collaboration.
• Governance to assure prompt closure of customer issues including tracking process changes, implementing escalation process & Customer surveys , reviewing reports & making decisions in line with overall Astra/BCE directions.
• Monthly performance review, discuss key escalation issues and actions
• Quarterly business governance based framework, SLA review and engagement feedback.
• Drive data standards monitoring and reporting using metrics and tracking and oversees data qualifying reports.

Customer Relations Management (CRM) Leads Management

• Transfer and encode data to CRM, update existing data and generate reports needed by the leads Management team.
• Inter Business units’ collaboration to get projects updates and other information as necessary.
• Provide necessary reports of the overall performance of the program.
• Work hand in hand with the Business Development officer to achieve overall leads management program objective

Customer Central Database

• Implement and follow thru framework and SLA's
• Drive inter Business Unit collaboration for timely updating of customer details thru CRM
• Provide reports and data necessary to interpret/analyze customer habits.
• Work hand in hand with Business Development Program officer for customer retention activities
• Confidentially handle and maintain customer information.

ISO

• Take the lead for ISO preparedness activities for Business Development

QUALIFICATIONS

• 5 years of diverse work experience
• At least 2 years of related experience in data related analytics
• Must have strong problem solving, analytical, logical, and critical thinking skills
• Has integrity and ability to confidentially handle and maintain sensitive company information.
• Experience developing quality metrics, audit tools or other device for measuring adherence to standards.
• Strong communications skills (both written and verbal), good presentation skills and with great interpersonal skills.
• Effective time management and organizational skills and ability to be productive in fast phase type of environment.
• Ability to work at detailed level while maintaining an overall project Perspective.
• Proficient in Microsoft Office ( Excel, PowerPoint, Word), Salesforce.com