Customer Service Representatives for our Voice-based International Account

1 week ago

Quezon City, National Capital Region, Philippines Metacom Full time ₱250,000 - ₱500,000 per year

Job Overview:

As a Customer Service Representative (CSR) for an International Voice Account, you will be the first point of contact for international customers seeking assistance. You will communicate with customers through voice calls and provide exceptional customer service that aligns with our client's expectations. You will be responsible for handling a wide range of queries, troubleshooting problems, offering solutions, and maintaining high customer satisfaction levels.

Key Responsibilities:

  • Customer Interaction:
  • Provide top-notch customer service to international clients through phone support.
  • Address inbound and outbound calls, emails, and chat support as needed.
  • Resolve product or service issues by clarifying the customer's concern, determining the cause of the problem, and explaining the best solution.
  • Problem Resolution:
  • Handle customer complaints, requests, and inquiries in a professional manner, ensuring positive outcomes.
  • Follow the appropriate steps to resolve customer issues and escalate more complex issues to the relevant department.
  • Ensure timely resolution of inquiries while maintaining a high level of professionalism.
  • Product and Service Knowledge:
  • Develop a strong understanding of the company's products, services, policies, and procedures to provide accurate and effective support.
  • Educate customers about available products and services to enhance their experience.
  • Documentation and Reporting:
  • Accurately log customer interactions and maintain up-to-date customer records in the CRM system.
  • Provide feedback and report recurring customer issues to improve overall service quality.
  • International Communication:
  • Adapt communication style to cater to the cultural norms and preferences of different international customers.
  • Be aware of time zone differences, holidays, and customer-specific preferences in diverse geographical regions.
  • Quality and Performance:
  • Meet and exceed performance metrics, including call handling time, resolution rate, customer satisfaction (CSAT), and first-call resolution (FCR).
  • Strive to maintain a high level of professionalism and deliver a consistent customer experience.
  • Team Collaboration:
  • Work effectively with team members and supervisors to achieve departmental and organizational goals.
  • Participate in team meetings and training sessions to stay updated on new products, services, and procedures.
  • Compliance and Security:
  • Adhere to company policies and procedures regarding confidentiality, data protection, and security measures.
  • Follow legal and regulatory requirements for international communications.

Job Types: Full-time, Permanent, Fresh graduate

Benefits:

  • On-site parking
  • Paid training
  • Pay raise

Work Location: In person

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