Cebu City, Philippines
4d ago

Job Summary

Main objectives and duties :

1. Call Handling.

  • Resolves product or service problems by accurately understanding the customer’s issue.
  • Determine the cause of the problem, selecting the best solution to the problem and explaining to the customer the resolution
  • Answer product and / or service questions or concerns
  • Troubleshoot technical issues using all available tools
  • Process customer orders and purchase of products and services
  • Escalate to appropriate departments to expedite resolution of customer’s issue
  • Provide exceptional customer service experience
  • 2. Complete Documentation

  • Create or update customer information in the client database during and after each call
  • Create accurate record of every customer transaction or interaction accurately, timely and professionally.
  • Update customer information following the established client guidelines
  • Comply to client and PCI guidelines in handling customer information
  • 3. Adherence to established internal and client guidelines.

  • Maintain a high level of professionalism when dealing with customers and clients
  • Establish positive relationship with every customer
  • Follow established weekly work schedules
  • Provide timely feedback to noticeable patterns of customer concerns
  • 4. Career Path and other account trainings.

  • Attend upskill trainings to enhance skills applicable to tier level
  • Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures
  • Be receptive on any changes in company and client policies
  • 5. Performance Results (Minimum of 70%).

  • Adheres to operation / tier level performance goals
  • Meets minimum goal of 70% on performance scorecard
  • Adheres to client Zero Tolerance Policy (ZTP)
  • Zero client audits
  • Area of expertise (Skills)

  • High school graduate, vocational grade of any course or its equivalent
  • Good verbal and written communication skills
  • Basic knowledge in computer navigation
  • Other Skills and Experiences (Min)

    Prior work experience is not necessary but formal orientation is needed to enable the job incumbent to perform the job satisfactorily.

  • Listening Skills
  • Analytical Skill
  • Problem-Solving Skills
  • Communication
  • Technology Skills (job-related technical skills)
  • Customer Service
  • Service Mentality
  • Conflict Resolution
  • Education

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