Customer Service Representative

1 week ago

Quezon City MNL Philippines Probe CX Full time

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Job Description Summary

Handle customer contacts in line with client and company requirements as sales and customer service representatives.

Duties and Responsibilities

● Attend and actively participate in training
● Achieve and maintain a thorough understanding of the products/services, policies, procedures, and processes
● Acquire proficiency in customer tools and knowledge management system
● Develop listening comprehension and familiarity with the different accents of customers
● Achieve required typing speed and accuracy and develop multi-tasking (talk and type)
● Obtain familiarity /mastery of the selling process
● Learn relevant soft skills and customer interaction skills
● Keep abreast of changes and developments in program-specific information

Handle Customers/Calls
● Use appropriate keying strategies and keywords to quickly search for requested information
● Apply effective questioning techniques to immediately zero in on customer's needs and requested information
● Provide options or alternative solutions to customers as necessary
● Ensure immediate resolution of customers' issues and concerns
● Offer appropriate products/services and explain the benefits to the customer
● Increase customer value by offering ancillary services/products and upsells/upgrades
● Ensure positive customer experience and maintain integrity
● Utilize call control techniques to ensure efficiency evidenced by handle time (AHT)
● Follow standard call flow and spiels as well as other quality measures
● Follow prescribed hold and transfer protocols

Meet all expectations and adhere to standards
● Comply with all program procedures and processes
● Meet both client and company KPIs/performance metrics consistently
● Observe punctuality and schedule adherence at all times
● Understand and apply quality standards

Other
● Complete tasks delegated/assigned by the Circle Leader
● Perform other reasonable duties as required

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