Customer Experience Associate

1 day ago


Pasig, National Capital Region, Philippines Metacom Full time

About Us: At Metacom, we strive to provide exceptional customer experiences through effective communication and problem-solving skills.

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Your Role: As a Customer Service Representative, you will respond to inquiries from customers or external collection resources, resolving issues in a timely and professional manner.

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Your Responsibilities:

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  • Respond to customer inquiries via phone, email, or chat, providing accurate and helpful information.\
  • Maintain confidentiality and handle sensitive information with discretion.\
  • Work closely with internal teams to resolve complex issues and escalate when necessary.\
  • Continuously develop knowledge of company policies, procedures, and industry best practices to improve customer satisfaction.\
  • Stay up-to-date on business tools and processes to effectively utilize them in your daily work.\
  • Under close supervision, apply company principles to educate customers on collection transactions and provide basic resolution tools.\
  • Prioritize tasks, manage time effectively, and meet productivity standards.\
  • Foster a positive and respectful environment, ensuring excellent customer service at all times.\
  • Participate in training and development opportunities to enhance job performance and contribute to the growth of the team.\
  • Adhere to quality standards, meeting or exceeding performance expectations.\
  • Become proficient in using various software applications and technology to streamline workflows and increase efficiency.\
  • Act as a liaison between customers and internal stakeholders, communicating clearly and concisely.\
  • Escalate issues promptly and maintain open communication with customers regarding progress and resolutions.\
  • Maintain accurate records, updating systems and databases as needed.\
  • Engage in continuous learning, staying informed about industry trends, products, and services.\
  • Collaborate with colleagues to achieve team goals, share knowledge, and support one another.\
  • Meet individual and team performance objectives, contributing to overall business success.\
  • Exercise professionalism, integrity, and sound judgment in all interactions with customers and internal stakeholders.\
  • Consistently deliver high-quality results, adhering to established policies, procedures, and best practices.\
  • Improve processes and propose innovative solutions to enhance customer satisfaction and experience.\
  • Represent Metacom positively, adhering to our values and mission.\
  • Perform other duties as assigned by management, supporting the team's efforts to drive business results.\


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