Customer Service Agent Level 1
Mandaluyong, Metro Manila
Reporting to: Team Leader

We’re an award-winning global outsourcer providing contact center and back office services. As an agent for Customer Service, you will be required to provide a level of outstanding and unique service for our valued customers.

A SNAPSHOT OF YOUR ROLE

• Understand customers’ needs and expectations whilst providing each customer with a personalized experience

• Answer customer inquiries and transfer calls to the appropriate department as necessary

• Ensure customer satisfaction by providing exceptional customer service

• Impact the company’s bottom line by resolving problems at first point and turning frustrated clients into repeat customers

• Contribute innovative ideas in the improvement of the customer journey

• Ensure quality and standards, policies and procedures are maintained at all times

• Perform other related duties as assigned by management

• Championing team culture-based initiatives such as the campaign's way

• Ensure complaints are resolved at their level with proper resolutions provided

• Adjust the level of support in accordance with the business needs

• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies

• Ensure all processes are performed as per procedure

A BIT ABOUT YOU

• Excellent in customer service.

• With excellent English communication, listening and organizational skills.

• Results oriented, self-directed, proactive.

• Able to adjust quickly to changing priorities and conditions in the work environment.

• Flexible schedule availability as per business requirements

• A solutions provider with a “CAN DO” attitude

• Good organizational skills and the ability to multitask and prioritize o Balanced decision-making

• Strong analytical and problem-solving skills

• Ability to effectively interact with staff at all levels of the organization

• Must be able to recognize opportunities for improvement of process and practices

• Ability to pro-actively offer ideas and solutions to issues affecting team performance o Excellent verbal and written communication skills

• Strong complaint handling, negotiation and conflict resolution skills preventing cancellations, ICOF disputes and TIO

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.

• Achievement of team’s pre-defined KPIs and SLAs.

• Excellent feedback from customers.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration

• Impact

• Passion

• Transparency

Join the A-Team and experience the A-Life!