Customer Service Representative

1 week ago

Naga City Central Visayas, Philippines Probe Group Full time ₱150,000 - ₱250,000 per year

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Job Description
Job Description

Job Description Summary
Handle customer contacts in line with client and company requirements as sales and customer service representatives.

Duties And Responsibilities

  • Attend and actively participate in training
  • Achieve and maintain a thorough understanding of the products/services, policies, procedures, and processes
  • Acquire proficiency in customer tools and knowledge management system
  • Develop listening comprehension and familiarity with the different accents of customers
  • Achieve required typing speed and accuracy and develop multi-tasking (talk and type)
  • Obtain familiarity /mastery of the selling process
  • Learn relevant soft skills and customer interaction skills
  • Keep abreast of changes and developments in program-specific information

Handle Customers/Calls

  • Use appropriate keying strategies and keywords to quickly search for requested information
  • Apply effective questioning techniques to immediately zero in on customer's needs and requested information
  • Provide options or alternative solutions to customers as necessary
  • Ensure immediate resolution of customers' issues and concerns
  • Offer appropriate products/services and explain the benefits to the customer
  • Increase customer value by offering ancillary services/products and upsells/upgrades
  • Ensure positive customer experience and maintain integrity
  • Utilize call control techniques to ensure efficiency evidenced by handle time (AHT)
  • Follow standard call flow and spiels as well as other quality measures
  • Follow prescribed hold and transfer protocols

Meet all expectations and adhere to standards

  • Comply with all program procedures and processes
  • Meet both client and company KPIs/performance metrics consistently
  • Observe punctuality and schedule adherence at all times
  • Understand and apply quality standards

Other

  • Complete tasks delegated/assigned by the Circle Leader
  • Perform other reasonable duties as required

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Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.
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Life at Probe Group

Culture Our unique passion-focused culture creates a bright, bold, and buzzing atmosphere.

Employee Wellbeing Probe looks to support your well-being, partnering with Sonder Digital Care Platform.

Diversity and Inclusion Our "I Belong" program aims to create an environment where our uniqueness can thrive.

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