URGENT HIRING Customer Service Specialist

2 days ago

Quezon City, National Capital Region, Philippines NTT Business Process Outsourcing Full time ₱250,000 - ₱500,000 per year
  • Position: Customer Care Specialist (Tier 1)
  • Position Status: Full Time Permanent
  • Hours of Work: Monday – Sunday 8pm- 12pm Manila Time (rotating shift hours apply)
  • Location: On Site (4th Floor 1880 Building Eastwood Ave. Eastwood Cyberpark 188 E. Rodriguez Jr. Avenue, Bagumbayan, Quezon City)

Job Summary

Working as a CSR you will be responsible for handling inbound calls from existing and potential customers. You are directly accountable for service levels, telephone service factors and quality of calls within a team-driven and fast-paced work environment. The primary role of this position is to exceed customers' expectations with a superior service experience.

Responsibilities:

  • Respond to customer inquiries in a pleasant, courteous, professional and well-informed manner.
  • In conjunction with on-screen customer information, identify customer's needs through customer contact while simultaneously reading/updating customer information on the system.
  • Remain current on program and corporate products and processes.
  • Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. This may entail identifying and resolving complaints, influencing to achieve a mutually satisfactory solution and following escalation protocol, as appropriate.
  • Fulfill customer expectations in a manner that complies with policies, practices and procedures.
  • Accurately complete appropriate documentation for each transaction, and wrap up calls by inputting data for call history, sending messages to appropriate third parties (e.g., business partners) when required, and/or initiating the necessary customer fulfillment.
  • Participate in team huddles/committees (e.g., escalation queues, call campaigns, best practices, peer listening). Take initiative on learning opportunities.
  • Participate in continuous improvements, with focus on service excellence.
  • Participate in cross training initiatives and mentoring opportunities.

Qualifications:

  • at least 1 year experience BPO Industry
  • at least 1 year BPO Financial Account required.
  • Strong and developed communication skills.
  • Excellent command of English and professional telephone manner and literacy required.
  • Demonstrated ability to exercise appropriate analytical and judgment skills required in dealing with moderately complex procedures and situations when dealing with customers.
  • Must be willing to be trained onsite for a month.
  • Must have flexibility and willingness to move between various shifts, available to work in a 24/7 Environment
  • Working knowledge of PCs, and strong keyboarding skills.
  • Demonstrated ability to implement change efforts.
  • Positive attitude and demonstrated ability to get along with others.
  • Amenable to work in Eastwood Libis, Quezon City

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