Customer Experience Representative

1 day ago

Makati City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱500,000 per year

Core Competencies:

Systems Processes & Policy:

  • Ensure all policies & procedures are adhered to, including compliance obligations

Technical Proficiency:

  • Systems Knowledge: Proficiency and previous experience in using CRM systems, knowledge bases, and other relevant software and systems.
  • Product/Service Knowledge: Ability for in-depth understanding of the products or services offered by the company.
  • Technical Aptitude: Ability to quickly learn and adapt to new technologies and systems

Behavioural Attributes:

  • Adaptability and Flexibility: Ability to adapt to changing situations, new technologies, and evolving customer needs.
  • Resilience and Stress Management: Ability to handle pressure, manage stress, and maintain composure in challenging situations.
  • Teamwork and Collaboration: Ability to work effectively as part of a team and collaborate with colleagues across different departments.
  • Time Management and Organization: Ability to prioritize tasks, manage time effectively, and meet deadlines.
  • Continuous Learning: A commitment to continuous learning and professional development.

High-Level Customer Interaction:

  • Complex Problem Resolution: Ability to handle complex technical issues, escalate appropriately, and follow up to ensure resolution.
  • Conflict Resolution: Ability to de-escalate tense situations and resolve conflicts effectively.
  • Negotiation Skills: Ability to negotiate solutions with customers and find mutually acceptable outcomes.

Key Skills and Capabilities:

  • Problem solving and decision-making
  • Analytical skills
  • Resourcefulness
  • Adaptable and flexible
  • Resilient
  • Mental Agility
  • Ability to build rapport quickly and effectively
  • Ability to multi-task

Qualifications and Typical Experience:

  • English Proficiency: Native or near-native fluency in English is essential.
  • Experience: Minimum 3 years' experience in customer complaint management. Preferred Automotive experience
  • No criminal record

Other Position Requirements:

  • Subject to business demands, additional hours may be required
  • Subject to business demands, you may be required to move to any other campaign/project on a temporary basis, in accordance with the needs of Probe
  • Bilingual Requirement: Nice to have if some agents have the ability to speak and understand Mandarin. English proficiency is the priority.

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