Contact Center Professional

7 days ago

Sorsogon, Bicol, Philippines beBeeCustomer Full time $880 - $1,500

Job Title: Customer Service Representative

Job Description

This role is responsible for delivering exceptional customer service to internal and external customers through various communication channels.

Main Responsibilities:

  • Sell and provide support to customers
  • Achieve sales goals and contact center metrics
  • Manage calls in a professional, timely, and appropriate manner
  • Proactively reach out to assigned customers to explore additional sales opportunities
  • Identify and suggest solutions during customer engagement conversations
  • Routinely recognize and refer proactive sales opportunities to management when applicable
  • Follow up on product backorders and order management
  • Analyze and configure components to clarify basic to complex customer needs
  • Make outbound calls to new and existing customer bases via phone or email communications
  • Offer advice and recommendations on product options, add-ons, and solutions tailored to customer requirements
  • Maintain positive relationships with customers and colleagues to ensure high levels of satisfaction
  • Provide accurate price and availability information within defined parameters
  • Submit, track, and escalate quotes/orders from customers
  • Resolve and/or route credit-related issues
  • Evaluate and resolve customer complaints and concerns
Order Management and Customer Service Activities

The following activities are key components of this role:

  • All transactions must be completed accurately and meet departmental SLAs
  • Enter orders into the system based on individual order characteristics
  • Review and audit orders for completion and accuracy
  • Process claims, redo/replacement orders, or issue in-store credits
Training and Development

This position requires ongoing training and self-paced learning:

  • Attend all required trainings and demonstrate knowledge of materials
  • Participate in Contact Center training and achieve passing marks in assessments
  • Complete self-paced trainings and monthly learning checks in a timely manner
Miscellaneous Activities

Additional responsibilities include:

  • Assist the Contact Center Team with administrative duties as assigned
  • Perform all other duties designated by Management
  • Maintain customer profiles for our customer base

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