Junior Associate’s (CSR) job function is to deliver excellent customer service in addressing customer queries / concerns received either from voice or non-voice communication platforms.
The resource is expected to document / log all customer interaction accordingly and produce quality service in accordance to set guidelines and key performance indicators.
Your future duties and responsibilities
Answers customer service issues / concerns using voice / non-voice communication tools.
Assesses customers’ needs / requests by gathering information, doing research and solving customer issues based on standard processes
Provides pieces of information needed / requested by customers regarding products and services
Communicates appropriate options needed in order to provide timely resolution
Documents / Logs all customer interactions in accordance to quality standard
Coordinates with higher level of support for challenging / non-L1 type of concerns for resolution
Participates in special tasks and performs other duties as assigned
Required qualifications to be successful in this role
At least Senior High School Graduate (K-12) or College Undergrad
Background / Experience to Customer Service Delivery in the similar industry is an advantage but not a requirement
Demonstrates good oral and written communications skills with ability to articulate in an organized and concise manner
Establishes customer needs through enhanced probing techniques
Resolves customer complaints / concerns through active listening, empathy and professionalism
Facilitates interactions with customers in a way that is in accordance with the Company's service strategy
Establishes rapport and promotes effective relationships with customers; Good interpersonal skills
Typing / keyboarding proficiency
Very strong attention to detail
Ability to actively listen and follow directions and procedures; Ability to multi-task
Basic to Intermediate knowledge and experience in utilizing MS Office (Word, Excel, Power Point)
Must have internet connection at home - at least 5MBPS fixed line internet (DSL, Fiber, Broadband)
Amenable to work on shifting schedules
Willing to work in Ortigas, Pasig
What you can expect from us
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change supporting our clients’ digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership.
All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.