Customer Service Representative

Job Highlights

• Annual Appraisals
• Career Growth with new business opportunities
• Competitive Salary and Benefits

Job Description

Designation: Associate

Department: Operations

Location: Makati (Century City)

Report to: Team Leader, Operations.

Work Set-up: 100% Work from Office

CORE RESPONSIBILITIES

• Ensure to provide excellent customer service within our production shifts including prompt resolution of client related issues, complaints, enquiries or challenges.
• Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team performance.
• Ability to grasp, comprehend, and clear training or coaching content quickly. And ensure it sustains during work execution.
• Ensures all team briefing/meetings/coaching’s are attended on a timely basis.
• Manage a high call volume, emails and SMS (text) in order to enable our sales staff to maintain a full pipeline of prospects (inbound/outbound and email)
• Establish and maintain a friendly rapport with customers and overcome objections by understanding their goals and interests
• Set appointments with consumers for the Officers, if need be.
• Deliver exceptional customer service to potential and existing customers
• Adapt to process changes and assist in creating ways for delivering excellent customer service
• Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
• Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
• Ability to work overtime, weekly off and public holidays based on business requirements.
• Exhibiting right and acceptable behaviour at workplace in compliance to the company COC.
• Manage irate customers and provide resolution to their concerns.
• On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made.
• Act as a team player and coordinate work respectfully with fellow members in co-ordination.
• Update relevant information accurately into the client’s systems and give constructive feedback to enhance systems and improve overall customer experience.
• Demonstrate a “can do” & “open-to-feedback” attitude, to develop a great working culture to help us achieve the best results.
• Work towards targets set, manage own time and prioritize tasks to meet through expected work discipline as a professional.
• Work closely with team leader by implementing the coaching aspects discussed for self and career development

Value-Add Responsibilities:

• Participative in team bonding, offline activities as necessary
• Assist new team members in need and breed the team culture

Essential Knowledge:

• Knowledge of handling customers in a BPO set-up any mode of communication from previous experiences
• Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.

Essential Skills:

• Willingness to work in graveyard shifts (8:00 PM to 10.00 AM PH Time).
• Communicate effectively, both orally and in writing.
• Flexibility to meet business requirements and fluctuating workload
• Organize, prioritize, and schedule work assignments.
• Foster a cooperative work environment.
• Hardworking and Smart working attitude with openness to feedback
• Have acceptable typing speed of at least 22 WPM/90% Accuracy

MINIMUM QUALIFICATION:

• High School (Old Curriculum) or Sr. High School (New Curriculum) Undergraduates Accepted

You may visit our website:

http://www.firstsource.com