Customer Service Representative

2 weeks ago

Metro Manila Philippines Datamatics Full time

Key responsibilities Field inbound calls and are assigned to the phone queue. Provide top-notch, friendly, and knowledgeable service to subscribers andpotential subscribers. Handle all customer interactions professionally, respectfully,patiently and cooperatively. Consistently use a friendly and warm tone with callers. Maintain a high-level knowledge of products, campaigns, and promotions so asto engage in productive conversations with subscribers/potential subscribers.This involves reviewing manager/publisher/marketing communications, studyingand reviewing notes, and staying intimately familiar with the website layout andcontent. Resolve product or service problems by clarifying the customer's complaint;determining the cause of the problem; selecting and explaining the best solutionto solve the problem; expediting correction or adjustment. Protect the security and confidentiality of customer credit information. Answer customer e-mail inquiries as assigned and do so with professionalism anda writing style that represents the Company in a positive light. Make active efforts to generate sales to current or potential new subscribersduring assigned calls by using best practices and offering information. Take appropriate measures to prevent cancellations or downgrading ofsubscriptions by offering information. Maintain company standards about service levels, call volume, andrelated sales/saves goals. Engage the manager's support for complex questions and concerns that arise. Exercise patience and a supportive approach during hostile or tense customerinteractions. Escalate to managers as appropriate. Consistently report to work as scheduled and on time as a matter of routine.Reliability is key to maintaining our staffing levels. Work collaboratively with colleagues as part of a large contact center team. Adhere to company policies and established customer services procedures at all times. Qualifications & Desired Skills Previous customer service experience in a subscription-based business model preferred High degree of professionalism and the ability to thrive in a fast-paced environment Exceptional oral and written communication skills Strong attention to detail Strong organizational skills Previous experience with CRM software, Salesforce is preferred Able to exercise sound judgment and provide customer service in high-pressure situations Ability to answer a high volume of customer calls and e-mails as assigned Basic understanding of finance and investing is preferred, while having a genuine interest in finance and investments is required. Ability to build rapport with customers and co-workers Ability to learn the company’s product offerings through training and present options to customers when appropriate Fluency in the English language #J-18808-Ljbffr

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