CSR- Car Park Control Center Operator
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About the role
A Car Park Control Center Operator manages incoming calls and emails to identify, assess, and resolve customers' needs and achieve positive customer experience and first call resolution. The role involves providing exemplary customer service to both internal and external customers, building and maintaining effective relationships that foster trust and mutual respect.
Job Title: Car Park Control Center Operator (CSR)
Location: Ortigas, Pasig, PH
Work Schedule: Hybrid (3x min/week onsite)Shifting Schedule
Key responsibilities
Respond to customer enquiries through intercom, toll free number, and email relating to information and fault calls/emails, resolving as many queries as possible on the first interaction
Log and classify all calls and requests to be collated and reported daily
Compile reports accurately and within customer deadlines
Filter enquiries and escalating issues to assigned partners if needed to provide accurate resolution
Track enquiry resolution progress and proactively call/email customers with status updates or resolution if queries cannot be resolved during the first interaction
Recognize and elevate rising or recurring problems as well as outdated processes for business improvement
Accept additional tasks/projects or areas of responsibility that will improve Control Centre performance
Ensure excellent service standards, respond efficiently to customer enquiries, and maintain high customer satisfaction
Research, analyze and resolve customer issues in an accurate and timely manner using appropriate tools and resources
Establish and maintain positive working relationships with peers, management, coworkers, and partners
About you
Remote monitoring / parking industry experience is an advantage.
At least 2-3 years' experience in a customer service or contact centre environment preferred
At least 2-3 years' experience in assisting AU/US/NZ customers preferred
Passion to provide positive customer experience
Ability to communicate and engage effectively, verbally and in writing, with customers and partners
Ability to communicate via intercom systems
Ability to use and learn proprietary software systems
Well-developed listening and analytical skills with the ability to provide accurate resolution in a timely manner
Intermediate to advanced skills on Microsoft Office (Word, Excel, PowerPoint)
Ability to multitask in a fast-paced environment
Ability to collaborate and work with all stakeholders
Flexible with work times – including rotational and graveyard shift work or compressed work week schedule
Willingness to undertake additional projects and responsibilities from time to time
Subject Matter Expert or more on previous role desired
Remote monitoring / parking industry experience is an advantage
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