Customer Service Associate

17 hours ago

Makati City, National Capital Region, Philippines Sysgen RPO, Inc. Full time $104,000 - $130,878 per year

The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet, depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's products or services.

Essential Functions/Core Responsibilities

  • Ensure service delivered to our customers meets contractual Key Performance Indicators ('KPIs')
  • Clarify customer requirements, probe for understanding, use decision-support tools and resources to appropriately provide a resolution to the customer
  • Listen attentively to customer needs and concerns, demonstrate empathy while maximizing the opportunity to build rapport with the customer
  • Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures
  • Maintain basic knowledge of client products and/or services
  • Prepare complete and accurate work, including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Offer additional products and/or services
  • Track, document, and retrieve information in the call tracking database
  • Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff

Candidate Profile

  • High school diploma with three to six months of relevant experience preferred
  • Courteous with strong customer service orientation
  • Strong computer navigation skills and PC Knowledge
  • Ability to effectively communicate, both written and verbal
  • Dependable with strong attention to detail
  • Skilled in multitasking, including the ability to be flexible and adapt to changes quickly
  • Tolerance for repetitive work in a fast-paced, high-production work environment
  • Ability to work as a team member, as well as independently
  • Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
  • Ability to rotate shifts, as needed
  • Based on location and/or program, additional experience/skills may be required

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