Customer Service Representative

JOB DUTIES & RESPONSIBILITIES:

These tasks are subject to change depending on the nature of service of the division/department or business direction.    

• Communicates and interprets customers’ needs by delivering professional, courteous and quality service before, during, and after customer interaction through multiple channels dependent on account-specific operations such as:

  • Phone

• Ensures the accuracy and confidentiality of all customer-related information such as but not limited to: account information, credit card details, billing information, and customer identification

• Adheres to account-specific standard procedures, guidelines and policies concerning customer interaction and communication.

• Meets or exceeds client-stipulated Key Responsibility Areas (KRAs) and Key Performance Indicators(KPIs) which may include either/all of the following: Attendance and Adherence, Quality Assurance (QA), Sales quotas/Conversion, Productivity, Call Handling Time, and/or Customer Satisfaction (CSAT).

• Interacts with customers and executes various tasks to increase level of customer experience such as but not limited to:

  • providing appropriate resolutions

  • following-through on responsibilities to customers and the business

  • keeping records of customer interactions

  • processing customer accounts

  • identifying opportunities to drive process improvements

  • verify and validate customer files/documents

  • focusing on customer engagement

  • actively listening and addressing the customer’s concern

• Sends required reports set by the account and/or immediate supervisor.

• Collaborates with immediate superior about learning opportunities, career pathing and job growth for professional development.  

Others

Performs related duties and responsibilities as may be assigned and requested by immediate superior.

QUALIFICATIONS

• College graduate of any 4-year course with BPO-IT experience or College level of any 4-year course with at least 6 months BPO-IT support experience

• Excellent reading comprehension skills.

• Can multitask and handle 2 concurrent windows.

• Attentive to details and works with precision

• Displays excellent judgment, reasoning and analytical skills

• Proficient in basic software applications such as: Microsoft Office

• Basic computer literacy and has an average typing speed of 40 wpm.

• Able to maintain confidentiality, credibility and professionalism

• Open to working flexible shifts in the evening and during holidays

at least 1 year BPO Experience with CSAT & NPS Knowledge/background.