Customer Service Representative

3 days ago

Ayala Alabang, National Capital Region, Philippines Private Advertiser Full time ₱300,000 - ₱450,000 per year

This position is responsible for providing superior customer service to US based employees by quickly and accurately responding to questions via phone calls in the HRDirect Service Center. This includes providing support to employees with benefit, payroll and human capital related questions and inquiries as well as educate employees on the company's self-service tools, resources and information. This position makes uses of policy documents, knowledge bases, manuals and other tools in the day to day resolution of employee calls to HRDirect.

Day to Day Responsibilities:

·       Respond to employee questions and inquiries received via phone calls.

·       Identify and assess employee needs and take the appropriate action to respond.

·       Probe for information to determine the best course of action needed to accurately and effectively. respond to the employee's question.

·       Document contacts and code as appropriate for reporting purposes.

·       Respond to callers in a polite and courteous manner, projecting patience, empathy, and compassion.

·       Provide consultation to employees on where to obtain the information on their own in the future.

·       Provide accurate and complete information during each interaction with employees to reduce volume and enhance the overall employee experience.

·       Work within company guidelines to ensure employee's personal information is protected and secure.

·       Diffuse upset callers through demonstrating compassion, understanding and sound judgment.

·       Solve problems through troubleshooting and critical thinking.

·       Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures.

·       Complete special projects and assignments as required.

Ongoing Developmental Responsibilities:

·       Support business need and maintain key knowledge by responding to phone calls.

·       Learn to multitask and navigate multiple resources/systems at one time.

·       Resolve issues through applying an appropriate level of research and troubleshooting.

·       Diffuse challenging calls from further escalation through good listening, compassion, and call control.

·       Attend training to learn new content and refresh on processes as needed.

·       Develop through ongoing coaching from leaders, peers, and the team's subject matter experts (SMEs).

·       Apply constructive feedback for continuous improvement and growth.

·       Recommend process improvements to help drive efficiencies, knowledge, and consistencies in our procedures.

·       Complete projects or special assignments as required.

Required Qualifications:

  • Bachelor's Degree in any course.
  • Must have at least 1 year of tenure with your most recent BPO employer.
  • At least 1.5 years + of total work experience.
  • Ability to do pure 8-hour long of voice calls or queuing experience.

Preferred Qualifications:

  • Background with US HR Voice Operations is an advantage but not required

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