Analyst – Operations

2 weeks ago

Ayala Alabang, National Capital Region, Philippines eClerx Full time
Overview

As a Customer Care Executive for the Inbound US Voice Process, you will be responsible for delivering outstanding customer service to customers in the United States. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.

Responsibilities
  • Answer incoming calls from customers in a professional and courteous manner.
  • Listen actively to customers and ask probing questions to fully understand their needs and concerns.
  • Provide accurate and timely information about products, services, pricing, and promotions, while actively seeking opportunities to upsell.
  • Handle objections with empathy and professionalism and work to address them to close the sale.
  • Document all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
  • Meet or exceed individual and team sales targets; upsell on every opportunity call.
  • Maintain a high level of knowledge about the company's products and services, as well as industry trends and best practices.
Qualifications
  • Bachelor's degree in any field is preferred, but not required.
  • Excellent verbal and written English communication skills.
  • Previous experience in a customer service (or customer service with upselling) role in a call center environment.
  • At least 6 months of experience in a Telco, Cable/Broadband account is a plus.
  • Ability to multitask, prioritize, and manage time effectively.
  • Strong problem-solving skills and the ability to think on your feet.
  • Comfortable working in a fast-paced environment.
  • Flexibility to work in rotational shifts, including night shifts, weekends, and holidays.
  • Familiarity with basic computer skills and knowledge of CRM systems.
  • Amenable to work 100% onsite in Alabang, Muntinlupa City.

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