Crsss Analyst

Under the general supervision of the Customer Relations Manager, assists in the development, implementation, and nurturing of all company-wide efforts in delivering customer satisfaction from all touch-points. Jobholder is tasked to assist in developing, implementing, and maintaining a Feedback Management System to ensure enhanced customer experience.
Jobholder coordinates and monitors handling of concerns received from all listening posts to ensure high-quality, professional, and prompt resolution.
Jobholder also analyzes data/information coming from the Feedback Management System and generates reports for Management with actionable insights that are geared towards improvement of customer satisfaction and loyalty indices.
The Customer Relations Analyst provides support on customer service to Petron personnel (Sales, Marketing, Corporate Affairs, Contact Center Operations) regarding feedback and CRM initiatives.
Employee is also tasked to benchmark, study, and develop appropriate performance metrics to measure success of loyalty gains and customer satisfaction.

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