Customer Service Representative

3 days ago

Eastwood Quezon City Philippines PH Intelassist Full time $40,000 - $60,000 per year

This position is responsible for locating, scheduling, and ensuring service events take place for our builder partners and consumers within a condensed time frame. The primary goal is to provide the consumer and key builder partners with an effortless experience. The position requires a results-driven, fast-paced individual who can drive best in class customer service by exceeding consumer and customer expectations. Within this role, the individual will work on more complex and non-routine requests for service partnering with the Contract Sales Team, Warranty Teams, Client Service Team, Customer Engagement Center, Builders and Consumers.

Essential Duties and Responsibilities:

  • Ensure beginning to end resolution of all assigned service escalation files for our key national builder partners and consumers utilizing SAP CRM, ServicePower.
  • Achieve departmental KPI (65 service escalation files, cycle time 24 hours).
  • Research the consumer history to gain understanding of service history and use it as a foundation for making decisions on resolution.
  • Locate Client's Service for service requests and schedule service for earliest available date.
  • Negotiate same day/sooner service with Client's Service to provide most timely resolution.
  • Coordinate with key national builder partners for replacements and returns as needed.
  • Maintain a strong relationship with our key national builder partners and service delivery network.
  • Coordinate with Client's Service Routing Team to secure service appointments for consumers.
  • Process parts orders for direct shipment when needed to expedite service resolution.
  • Coordinate with key national builder partners to ensure builder/consumer expectations are met.
  • Provide daily reporting to supervisor on final resolution on service escalations worked.
  • Communicate information on policies and procedures to key Builder Partners and consumers surrounding warranty coverage.
  • Communicate service trends to leadership team to increase service coverage and decrease capacity gaps.
  • Promote teamwork and positive interaction amongst customers, both internal and external.
  • Contribute to a positive, energetic and high-performing team culture.
  • Maintain a professional and positive demeanor at all times.
  • Make recommendations for re-engineering existing processes to gain maximum efficiency.
  • Maintain a dedication to providing exceptional customer service across multiple communication channels.

Additional attributes required:

  • Strong problem solving, negotiation and critical thinking skills
  • Excellent interpersonal and communication skills (written and verbal)
  • Commitment to customer satisfaction
  • Ability to adapt to and quickly learn new systems and processes
  • Maintains an open mind and has a strong comfort level with change
  • Accountable, dependable, and punctual
  • Demonstrated ability to set priorities, meet deadlines and multi-task

Preferred Work Experience/Skills:

  • Bachelor's Degree or atleast College level
  • Minimum 3 years of relevant work experience including background in customer service processing escalations.
  • Experience with all Microsoft Office tools (Excel, Word, and Outlook)
  • SAP, ServicePower and Mainframe experience preferred.
  • Amenable to work following US Timezone.
  • Must be willing to work onsite, office location is in Eastwood, Libis Quezon City.

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.

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