customer service officer

2 weeks ago

Baesa P, Philippines Wraptex automotive care Full time ₱300,000 - ₱695,000 per year

WE ARE HIRING

  • CUSTOMER SERVICE REPRESENTATIVE OFFICER

  • Oversee E Commerce, Call Center and Service Network Management team daily performance

  • Accepts and handles customer escalations

  • Acts as second-in-charge in the absence of the Customer Service Manager

  • Conducts call quality audits and 1 on 1 coaching (at least once a month)

  • Prepares monthly performance report (i.e MPR, Call Quality, CSAT, Training Needs, Process Improvement)

  • Establish Procedures Manual and Policy; ensure process documentation.

  • College Graduate

  • At least 1 year experience in BPO and the like

  • At least 1 year Quality Assurance/ Training specialist position with background on Call Center Operations; Workforce

Management (WFM) and Real Time Analysis (RTA)

  • Excellent in written and verbal communications skills across a broad range of customers including end-users, business

partners and internal stakeholders

  • Outstanding interpersonal and conflict resolutions skills, with the ability to develop strong relationships both within the

organization, and externally with customers.

  • Excellent computer skills, particularly in MS Office Applications (Word, Excel, Outlook, PowerPoint)

  • Solid MS Excel skills with basic use of data analytics and tools (ie advanced formulas, lookups, ifs, graphs, pivot tables, etc.)

  • Knowledge in call quality standards and coaching principles

  • Basic process improvement skills (RCA, data gathering/risk/issue/trend identification)

  • Excellent presentation skills

  • Ability to lead a team, providing leadership and clear directions aligned with the target and goals of the department

  • Strong analytical skills and problem solving and develop action plans to resolve the issue promptly

Job Type: Full-time

Pay: Up to Php695.00 per day

Benefits:

  • Employee discount
  • Paid training
  • Staff meals provided

Work Location: In person

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