Customer Service Representative

5 days ago

Pasig, National Capital Region, Philippines Vericom Inc. Full time ₱150,000 - ₱250,000 per year

Work Location: Ortigas, Pasig City

Schedule: Must be amenable to work on a shifting schedule

Qualifications:

  • At least 1 year experience in BPO
  • Good to Excellent Communication Skills
  • Can report onsite in Ortigas

Responsibilities:

  • Manage Customer Communications: Handle inbound and outbound calls with customers, hotels, and suppliers as needed, addressing inquiries and resolving issues effectively.
  • Ticket Management: Manage basic Zendesk tickets, addressing customer inquiries and concerns.
  • Reservation Support: Process and respond to basic customer reservation inquiries, ensuring accuracy and efficiency.
  • Task Completion: Complete all tasks assigned by the supervisor, demonstrating initiative and a willingness to assist.
  • Performance Metrics: Meet or exceed all Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and other performance metrics established for the role.
  • Issue Escalation: Identify and assess customer concerns, escalating issues to the appropriate department to ensure customer satisfaction.
  • Relationship Building: Cultivate strong, positive relationships with customers by maintaining open and interactive communication.
  • Complaint Resolution: Handle customer complaints professionally and effectively, providing appropriate solutions and alternatives within established timeframes. Follow up to ensure complete resolution.
  • Record Keeping: Maintain accurate and organized records of customer interactions, accounts, and relevant documentation.
  • Policy Adherence: Adhere to all company communication procedures, guidelines, and policies.
  • Proactive Engagement: Demonstrate a proactive approach to customer engagement, going the extra mile to provide exceptional service.
  • Adaptability: Exhibit flexibility and adaptability in handling various tasks and assignments as needed.

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