Customer Service Representative

1 week ago

Quezon City, National Capital Region, Philippines Global Payments Process Centre, Inc. Full time ₱250,000 - ₱500,000 per year

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.

What Are We Looking For in This Role?

Minimum Qualifications

  • A high school diploma or equivalent is required.
  • Preference will be given to candidates with six months of customer service experience in a call center environment.
  • Must possess flexibility regarding shift and rotation schedules.
  • Must be available to work on-site at the Vertis North, Quezon City.
  • Available to start employment immediately

What Part Will You Play?

  • Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients. Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes. Enters required data into client provided systems and databases. Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
  • Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.

What Are Our Desired Skills and Capabilities?

  • Skills/Knowledge: Acquires and applies job skills, while also learning company policies and procedures to complete assigned routine tasks.
  • Job Complexity: The position undertakes assignments that are routine to semi-routine in nature, requiring limited decision-making outside of established processes, while recognizing the need for occasional deviations from accepted practice. The role has little to no involvement in decision-making processes.
  • Supervision: The position typically receives detailed instructions and adheres to established procedures for all tasks. Supervision is required for all assignments, and the role operates under close supervision.

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