Customer Service Operations Specialist

4 weeks ago


Cebu City, Central Visayas, Philippines Neksjob Full time
Job Title: Customer Service Analyst

At Neksjob, we are seeking a highly motivated and detail-oriented Customer Service Analyst to join our team. As a key member of our customer service operations, you will play a crucial role in ensuring that our customers receive exceptional service and support.

Key Responsibilities:
  • Receive and log customer problems/requests/issues and ensure proper documentation.
  • Perform customer request/problem identification and follow defined procedures to resolve correctly.
  • Develop and maintain product knowledge, industry knowledge, and business and professional skills.
  • Demonstrate understanding of the customer's business needs or market and maintain high customer satisfaction ratings.
  • Develop and maintain knowledge of order entry, incident management, and knowledge management tools.
  • May perform follow-up on incidents with customers to ensure customer satisfaction.
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
  • May complete outbound customer contacts to resolve customer issues or recommend products or services.
Requirements:
  • Graduate or undergraduate degree.
  • At least 2 years of BPO Sales Coach experience.
  • Experience in managing a team of agents and skills in team, performance, SLA, and operations management.
  • Willingness to work cyclical shift times and days.
  • Highly motivated and able to work well with peers, stakeholders, and clients.


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