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Customer Service Specialist

1 month ago

Manila, National Capital Region, Philippines Satellite Office Full time

CUSTOMER SERVICE SPECIALIST

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of the BEST among BPO companies worldwide.

Our awesome client, a leading company based in AU, is looking for professionals to be part of their team.

WHAT IS A CUSTOMER SERVICE SPECIALIST?

The Customer Service Specialist aims to provide every customer with the ultimate experience, by consistently delivering high quality, solutions-focused responses in a timely and empathetic manner to all customer enquiries across all channels.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

Customer Engagement

  1. Delivering consistently remarkable customer experiences through timely responses to all queries over the phone, email, chat, and via social channels.
  2. Proactively managing customer expectations and following through on our promises to ensure their experience is seamless.
  3. Treat each customer as a unique case. Always practice active listening and handle all concerns in an empathetic, patient manner.
  4. Ensure that no customer is left behind at the end of each day.
  5. Assist customers in placing orders, processing returns, and resolving any post-purchase issues promptly.

Communication

  1. Communicate with customers in a clear, courteous, and professional manner, both written and verbal.
  2. Follow established communication guidelines and maintain brand voice and tone across all interactions.
  3. Share customer feedback themes with manager and cross-functional teams to drive change and achieve resolution.

Problem Solving and Solution Oriented

  1. Be a solutions-focused problem solver, taking a solution-focused approach to continuously elevate the customer experience at the client.
  2. Investigate and proactively identify customer issues, ensuring a swift and effective resolution.
  3. Follow through on customer feedback; share your concerns, any red flags, and potential problems.
  4. Collate and share feedback with your Manager.
  5. Be dynamic and resilient; embrace change, automation, new systems, and more efficient ways of working.

Contact Centre Ticket Management

  1. Ensure timely and accurate resolution of customer enquiries across all channels, in both your personal inbox and the shared inbox.
  2. Seek assistance and escalate when appropriate to ensure we deliver amazing service. The Customer Service Representative is the first point of contact for customer feedback.
  3. Meet all KPIs on the balanced scorecard to ensure we're consistently delivering remarkable customer experiences.
  4. Be proactive and take responsibility for your own learning. Participate in training, feedback, and coaching sessions to stay updated on product knowledge, policies, and procedures.

WHAT ARE WE LOOKING FOR?

  1. At least 3 years of customer service experience.
  2. Fluent in written and spoken English with the ability to clearly articulate and communicate with clients and partners.
  3. Ability to handle challenging situations with customers.
  4. Proficiency in using customer service/ticketing software and CRM systems.
  5. Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
  6. Ability to multitask and prioritize tasks in a fast-paced environment.
  7. Strong organizational and time-management skills.
  8. Experience supporting Australian businesses is beneficial.
  9. Attention to detail and problem-solving abilities.
  10. Team-oriented with a proactive and positive attitude.
  11. Commitment to maintaining confidentiality and professionalism.
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