Role Summary:
The Customer Service Representative, or CSR, will act as an expert and liaison, providing product/services information and resolve any emerging problems that the company’s customer accounts and clients might face with accuracy and efficiency. In addition to this, you will become and act as the expert in the application features and functions of the platform.
The target is to ensure excellent service standards, respond efficiently and fast to customer inquiries and issues while maintaining high customer satisfaction.
Core Duties and Responsibilities:
Develop strong customer relationships and will be responsible to resolve queries of the customers through phone (OUTBOUND AND INBOUND CALLS), e-mail and chat in a fast and professional manner
Creating a positive company experience for the customer, vendors and suppliers
Providing accurate information about the company’s products or services including their platform and answering questions
Escalating technical support issues when encountered
Manage and take ownership of the resolution process for all customer related issues
Understand platform issues, test the systems and escalate when needed
Ability to quickly articulate technical and service values to solve issues
Ability to learn quickly and maintain a current, comprehensive knowledge of client’s products and services including their platforms and systems
Ability to effectively navigate through multiple web applications and multiple web chat , platform sessions simultaneously in a prompt, friendly and professional manner
Keep confidential records and financial information private and secure.
Record details of customer contacts and action taken – document in systems and use tickets
Other duties may be requested for support including administrative and testing of platform and systems
Qualifications:
At least High school diploma
Previous customer service experience however Fresh Graduates are encouraged to apply!
Knowledge of customer service principles and practices
Comfortable with technology
Adaptable and fast learner; think fast and outside the box for quick solutions
Track record of over-achieving quota
Strong phone handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize, and manage time effectively
Ability to work under pressure and deadlines in a fast paced environment
Key Skills and Competencies:
Previous customer service experience however Fresh Graduates are encouraged to apply!
Excellent oral and written English communication skills
Comfortable with technology
Analytical and organizational skills
Strong problem-solving skills
Team-player and adaptable
Schedule flexibility
Energetic and ability to work independently and/or within the team
Attention to details
Strong computer literacy, typing skills of 30 wpm
A typical day may include:
• Carrying out a range of customer service activities, including solving problems, answering questions, and providing exceptional service
• Becoming and acting as the expert in the application features and
functions of our platform
• Performing other administrative tasks, as required
Work Environment Requirement:
• Flexibility in shifting schedule
• Amenable to work in Makati
• Physically fit – should there be any previous health issue but then amenable to work, medical record or certification is required
