Customer Service Representative

2 days ago

Sibulan P, Philippines Smiles On Demand by Vervent Philippines Full time ₱240,000 - ₱300,000 per year

Qualification Requirements:

Good verbal and written communication skills

Adept at handling complex cases, flexible and complex thinker

Outbound collections experience is a plus

Comfortable with handling inbound and outbound calls

Amenable to working graveyard shifts

Enjoy the following perks when hired:

Earn up to 25k with a weekly payout

50% Monthly Bonus

Flexi-Leave Policy

In-house HMO Health Plan

Fully paid PagIbig & PhilHealth contributions

Free Transportation (Sibulan office)

Free Daily Lunch

Job Description:

Acts as the representative of the client company to execute front-line contact center service (using prescribed media by the client company) and to effectively facilitate and document transactions while maintaining high level of program and product knowledge and meeting service level agreements.

Specific Duties and Responsibilities:

Operational Performance

  1. Professionally and appropriately represents client company to their respective customers in accordance with established handling procedures

  2. implements prescribed processes and systems to fulfill contact center operation through prescribed medium or media (listed hereunder) of contact with client company's customers.

  3. Voice Calls

  4. Back-office

  5. Email / Chat

  6. documents all transactions with the customers in the relevant software systems for records purposes

  7. contributes to the achievement of the quantitative goals ensuring adherence to Service Level Agreements and processes

  8. adds value to service in terms of consulting advice, anticipating unspoken needs, exceeding expectations and other recommendations for client company and their customers.

  9. Regularly updates product knowledge and related programs and processes through continuous learning

  10. actively participates in training, meetings and planning sessions to improve service delivery

  11. keeps self up-to-date through navigating / browsing applicable front-end tools for advisories and updates regarding products and service/s.

  12. ensures being equipped with all the job related tools and information necessary for this position through inquiry from team members, immediate superior and other resource persons.

  13. Interacts with fellow team members, immediate superior and other resource persons to enhance performance

  14. reports directly to their respective immediate superior for concerns regarding task, work issues, and their peers for proper escalation and customer/concern handling

  15. ensures minimal escalations and complaints from those listed hereunder

  16. Customers

  17. Co-workers
  18. Client

Other duties and responsibilities:

  1. Adheres to established company and department policies

  2. Works on or participates in projects as requested

  3. Be involved in projects, programs and/or initiatives whenever assigned

  4. Participates in staff service surveys and customer satisfaction research as part of the management or client's initiative

  5. Engages in management-initiated events whenever available

  6. Performs other tasks and duties any line superior may delegate or assign from time to time

Job Types: Full-time, Permanent

Pay: Php20, Php25,000.00 per month

Benefits:

  • Company events
  • Free parking
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Staff meals provided
  • Transportation service provided

Application Question(s):

  • Are you comfortable in handling customers over the phone?

Work Location: In person

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