Customer Service Representative

4 days ago

Metro Manila, Philippines INTELEGENCIA BPO LLC CORP. Full time

As a Customer Service Representative your role will be to focus on providing the correct resolutions for both consumers (person who purchased goods for personal use) and customers (dealer who purchases goods to resale at their store). 

You will handle consumer/customer relationships and assist with their individual service needs while delivering best-in-class Customer Service. 

You will listen to consumers/customers to better understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. 

Successful Customer Service Representatives are customer-focused, detail oriented, and efficient. 

Customer Service Representatives will be polite, reliable, knowledgeable, and adaptable always. 

Essential Duties, Functions and/or Responsibilities: Handle in-bound phone calls while focused on service level requirements Make outbound follow-up calls Communicate with Consumers and Dealers via email, chat, or social media Respond to Salesforce cases in a professional and efficient manner according to company policies and procedures Work and prioritize multiple concerns simultaneously Provide appropriate and correct information on order status and product knowledge requests Process customer orders/returns according to established department policies and procedures Provide timely feedback to company management regarding challenges or customer concerns Partnership with multiple departments to meet and exceed customer’s service expectations Acknowledge and resolve customer complaints Maintain a positive, empathetic, and professional attitude toward customers always Job Description Achieve departmental KPI’s (Calls Answered = 95.01% or above, Availability = 89% or above, Cases = 2.01 days or less to complete)

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