Responsibilities:
- Responsible for delivering customer satisfaction and problem resolution to the client's customers for a particular account or program.
- Responsible for adhering to client call handling protocol and procedures
- Responsible for interfacing with customers through the phone in a courteous, empathetic and professional manner.
- Responsible for resolving customer needs, concerns and problems.
- Responsible for educating the customer on detailed product information
- Responsible for managing the performance of a group of call center representatives providing coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary
- Responsible for customer case documentation
- Responsible for proper call escalation, call transfer and redirection of customer concerns.
- Responsible for delivering voice of the customer feedback to the client to improve overall service
- Responsible for delivering insight on how to improve overall customer satisfaction.
- Responsible for participating in focus group discussions, meetings, ongoing training and other activities related to improving overall customer satisfaction.
Requirements:
- Bachelor's Degree in any field with at least 6 months experience in a call center (Inbound or Outbound)
- Fresh graduates of any business-related course
- For undergraduates, completed at least 2 years of college with at least 6 months recent experience in a call center
- Excellent command of English
- Strong customer service orientation
- Applicants must have strong PC, keyboard and Internet skills, with the ability to simultaneously navigate through systems.
Interested applicants can visit our recruitment office at the G/F MJ Plaza, 106 Valero Street, Salcedo Village, Makati City.
Contact us at 79-247-77 or 0915-721-5977.
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