SENIOR CUSTOMER SERVICE REPRESENTATIVE

2 months ago

Philippine, Philippines jobphilippine24h.com Remote Work Freelance Full time

Job Overview

We are looking for customer service representatives that will act as a liaison, provide product/service information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Successful CSR’s are patient, empathetic, and passionately communicative. Everyday customer service representatives will put themselves in their customer’s shoes and advocate for them when necessary. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

This role will be reporting to the Team Lead in Operations for Mortgage Servicing.

Job Role & Responsibilities

Deliver excellent customer service, responding to a variety of calls and emails from the US mortgage servicing industry

Use knowledge obtained in training to locate answers in a knowledge database to respond to customer’s mortgage related requestsIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationReach personal, team, and contact center performance targetsTake ownership of all customer inquiries and proactively follow through to ensure resolutionKeep records of customer interactions, process customer accounts, and document appropriatelyNavigate multiple computer systems and applications, and utilize search tools to provide information to customersFollow communication procedures, guidelines, and policies

Qualifications & Experience

College graduates, college undergraduates, or associate degree graduatesMust have at least 12-24 months of work experience in BPO industry (BFSI industry a plus)Experience handling voice (inbound or outbound) calls (Banking/Finance industry a plus)Work onsite in Cebu CityExcellent attention to detailStrong verbal and written English communication skillsBasic computer navigation skills

Benefits

Paid TrainingCompetitive Base PayMiscellaneous AllowancePaid Time OffPaid HolidaysHMO BenefitsEmployee Referral BonusExcellent Growth and Advancement Opportunities