Customer Service Representative

Job Description

The Customer Service Representative acts as a liaison, provides product/services information, and resolves any emerging problems that our clients might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction.

Main Duties and Responsibilities

• Effectively manage large amounts of incoming calls.
• Attend to customer inquiries through Live Chat Portal and Support Inbox.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information using the right methods/tools.
• Meet personal/team sales targets and call handling quotas through upselling.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution - escalate when required.
• Manage the accuracy and validity of all electricity and gas applications to ensure the business requirements and needs are met by resolving discrepancies in incomplete applications and documents by performing and maintaining compliance through voice verifications.
• Account Management - Keep records of customer interactions, process customer accounts, file documents and ensure customer details are updated accurately.
• Provide first call resolution; working with appropriate internal resources, completing necessary follow-up, and ensuring closure of the inquiry.
• Follow communication procedures, guidelines, and policies.
• Liaise between the Sales Staff and internal teams.
• Handle activities listed under Orion.
• Achieve overall customer resolution, satisfaction, and First Call Resolution.
• Perform ad-hoc tasks as needed by the campaign.
• Perform Administrative tasks as needed.

Qualifications

• Completed at least 2 years in college.
• At least 6 months BPO experience.
• Proficient in Microsoft Office Products.
• Excellent verbal and written communication skills.
• Professional, enthusiastic, and customer service oriented.
• Proven time management skills with the ability to multi-task.
• Strong attention to detail with a high level of accuracy.
• Amenable to work on holidays, weekends, and shifting schedules.
• Must be willing to work onsite in Muñoz, Quezon City.