Client Services Agent

2 weeks ago

Taguig, National Capital Region, Philippines Jocsoncollege Full time

National Capital Region (NCR), Taguig City

  • Candidate must possess at least a Bachelor's/College Degree, Senior High School Diploma, Some College (But did not graduate) on any course.
  • Fresh Grad / Entry Level specializing in BPO/Call Center or equivalent.
Responsibilities

Position Description
The Client Services Agent's main job function is to receive customer calls and deliver excellent customer service by addressing customer queries/concerns. The job requires documenting all customer interactions accordingly and producing quality service in accordance to set guidelines and key performance indicators. Senior Agents can serve as mentors and subject-matter experts to support operational efficiency and excellence.

Key Responsibilities:

• Answers customer calls and addresses issues/concerns regarding Wealth/Insurance Management.

• Assesses customers' needs/requests by effective information gathering, research, and problem-solving based on standard processes

• Provides accurate and complete needed/requested information following a set of call flows and processes.

• Communicates appropriate options to provide timely and long-term resolution

• Clearly and Accurately Documents/Logs all customer interactions following the quality standard

• Coordinates with a higher level of support for the out-of-scope type concerns

• Mentors to New Joiners

• Subject Matter Experts / Floor Support

• Participates in special tasks and performs other duties as assigned

Additional Requirements

Educational Background

• At least Senior High School Graduate (K-12) or College Undergrad

• Customer Service/Contact Center Training and/or Certification is an advantage but not a requirement
Career Experience

• >1.5 years to 3 years of Call Center Experience as a Customer Service Representative

• >1.5 years to 3 years experience in servicing Wealth/Insurance Management engagements/accounts.
Skills

• Ability to carry on a spontaneous and personable conversation in English.

• Establishes rapport and promotes effective relationships with customers; Good interpersonal skills

• Effectively facilitates customer interactions following the Company and Client's service strategy and policies.

• Ability to anticipate customers' future needs and provide options for holistic service.

• Ability to deescalate irate or difficult customers

• Ability to document relevant call details clearly and cohesively following quality standards.

• Proactive compliance and Knowledge Retention on call flows, directives, and processes.

• Typing/keyboarding proficiency

• Basic Computer and Internet Literacy.

Other Expectations

• Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to rest day schedules; adheres to leaves filing policy outlined by the engagement/company

• Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function

• Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive transaction queues caused by absenteeism

• Team player

• Can work under pressure

• Amenable to work on a shifting schedule

• Must be flexible with the ability to adapt to changes quickly.

• Proactive and has a customer service-oriented mindset

• Receptive to feedback and willing to learn

Additional Info
  • Location: Taguig City, National Capital Region (NCR).
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