Customer Care

Job Description

The primary responsibility of the role is to promote PeoplePartners BPO Inc. in a caring and professional manner in the delivery of all aspects of customer care, both in person and on the phone, via the internet and email and by displaying the Company Values at all times.  You will provide guidance or initiate appropriate administrative procedures to resolve any issues to achieve a high level of customer satisfaction and advocacy.

Job Responsibilities

• Host Live Webchats with prospects viewing our website


• Receive & action general email enquiries


• Administration duties including but not limited to: data Entry, e-mailing, typing, photocopying, filing, scanning docs, archiving, binding and laminating


• Responsible for providing general administrative support to PeoplePartners BPO Inc. including communication, staff movements, meeting room, reservations and other administration support as required


• Meetings – minute recording


• Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs


• Responsible for dispatch of written correspondence, freight forward and courier management


• To support and assist the Team and Management as required with all aspects of operations of the business


• Enters all incoming communication into our Sharepoint Ticketing system & actively contributes to building the knowledge base within this ticketing system


• Provide advice and information on the organisations services; respond to client or prospect problems utilizing a high degree of interpersonal skills


• Resolve customer concerns and problems at first contact by following a step by step call flow approach


• Handle, empathize, pacify and control irate customers


• Proactively identify and raise areas for process/policy improvement through the appropriate channels to prevent further customer issues


• Advanced use of word processing / keyboard functions


• Answers incoming telephone calls in a friendly and professional manner, determines purpose of calls, and forward calls to appropriate personnel or department and takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable


• Follow structured call handling procedures, scripts, transfer protocols and call related processes that lead to customer satisfaction and call resolution


• Retrieves messages from voice mail and forwards to appropriate personnel


• Answers questions about organization and provides callers with address, directions, and other information


• Maintains telecommunication system by following manufacturer's instructions for house phone and console operation 


• Synchronised work efforts with the New Business Development Manager, Sales Coordinator and Account Managers via huddles and regular communication to ensure customers / prospects­­­­­­­­­­­­­­­­­­ aren’t having to repeat themselves


• Responsible for providing general administrative support to PeoplePartners BPO Inc. as required


• Participate in any professional development and training programs as required by your supervisor


• Managing own learning


• Any other duties as required or directed.

Requirements

• Bachelor of Science in Business Administration


• Bachelor of Science in Office Administration


• Minimum 5 years prior experience in a Reception, Admin Assistant or Customer Service role


• Demonstrate organizational skills and ability to work to strict deadlines


• Ability to liaise with all levels of management, staff and external parties


• Ability to prioritise tasks


• Excel in multi-tasking, decision making and excellent people handling skills


• A high level of interpersonal, communication and organisational skills – both written and verbal


• Excellent presentation with a friendly, enthusiastic attitude


• Customer service


• High computer literacy & ability to quickly pick-up new computer programs


• Knowledge and use of Microsoft operating systems and Office software


• Have a mature and professional outlook and enjoy working in a fast paced and dynamic environment


• Willingness to learn new skills


• Team player

Why Join Us?

PeoplePartners BPO Inc. is a progressive & innovative Australian company, where you will have the opportunity to thrive. Your mandate will be to produce results, where we’ll back your skills, expertise and experience to do so. You won’t just be a small cog in a machine – you will be driving the machine!

Learning and ongoing development is our commitment to you.

This is your opportunity to play a key role for a dynamic Australian service business and be involved with both our Australian & Manila operations.  This unique, ever- changing role will  see you directly impact business operations as you manage in-bound and outbound sales activities with existing clients, organize operational schedules and work hand-in-hand with our Australian operations team to deliver a high end service experience for our clients.

Job Details