Customer Service Agents

Customer Service Agent is responsible for engaging with customers. Their duties include answering phone calls or emails from customers to answer questions, give customers information about products and services, take orders over the phone, and able to document the customers concerns into a ticket to be forwarded to the back-office team.

Key Responsibilities:

• Handle and resolve Billing & Aftersales, Connectivity, Device related faults using systems/tools, troubleshooting work instructions, and customer education process
• Escalate customer issues and requests that are beyond empowerment of systems/tools and work instructions provided by the client
• Handle all customer intents that they were trained on and/or were provided with work instructions and/or can be managed with the use of knowledge management.
• May be required to support special programs for the brand and is expected to accommodate transactions that are considered as a high priority
• Perform customer education, usage selling, and service recovery based on the agreed parameters with the client.
• Provide recommendations that will have a positive impact on services and should adapt to the client's changing and evolving services and business needs
• Ability to recognize implicit and explicit needs of customers and recognize the context and apply appropriate actions and responses to the customer's concern.
• Shall handle customer interaction through outbound Call if necessary or as dictated by the process.

Minimum Requirements:

• Above average written and oral communication skills using a language/ communication assessment or equivalent and should be advance english level or equivalent for POSTPAID and PREPAID.
• Proficient computer literacy and web knowledge, e.g., MS Office Applications
• Able to handle and communicate with the customers in Filipino and English
• No prior Fraud related cases or any other case involving moral turpitude, or otherwise blacklisted from their previous work be deployed by the vendor to the client to perform services
• Should be able to show empathy in difficult situations, display ownership and accountability or “malasakit” when handling customers' concern
• Should be users and have knowledge on basic features of Facebook, Twitter, Instagram and or social media platforms