Operations Associate - Special Accounts

- Ensures that the company's valued clients and escalated accounts receive exceptional customer service by
monitoring the day-to-day progress and resolution of their concerns through constant coordination with departments handling transfer of land title, project construction, property management, bank application, legal, account adjustment, and the like.
-It is expected from the associate to sends daily productivity report to his/her team lead, regularly gives feedback with regards to the process, issues and concerns in relation to accounts handling

KEY FUNCTIONS/DUTIES AND RESPONSIBILITIES:

1. Assists clients via call, email and face to face transaction endorsed by other frontline units

for special handling.

2. Investigates, reviews, and resolves escalated / specialized inquiries, requests, and

concerns through appropriate unit coordination (e.g. Title Transfer, Refund, DHSUD and

HSAC Cases, Executive Endorsed, etc.)

3. Finish other worklist on time assign by team lead (e.g. Sapphires tickets)

4. Prepares and provides daily productivity report to team lead.

5. Performs other administrative functions and other tasks that maybe assigned by the team

lead.

Key Responsibilities:

• Serve as a front-liner assisting clients via email, calls, and face-to-face transactions, including handling escalated or out-of-the-box complaints from executives, media, and legal.
• Prepare and submit daily reports and manage Sapphire tickets.
• Handle call-out requests and account inquiries.
• Review and scrutinize account histories to provide accurate resolutions.
• Draft and compose memos as needed.

Qualifications:

• Minimum of 2 years experience in customer service, preferably with face-to-face interaction.
• BPO experience is an advantage.
• Strong complaint-handling and problem-solving skills.
• Excellent written and verbal communication skills.
• High potential for future supervisory or leadership roles.
• Demonstrates maturity, professionalism, and discretion.