SUMMARY OF ROLE
SunPower is seeking a Customer Service Representative to provide world class customer care . The Customer Service Representative reports to the Team Lead and or Manager and will be responsible for running the daily operations of the Customer Service team to meet the required deliverables and metrics to provide excellent customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Confer with customers by phone and email either through inbound or outbound contact to provide information and resolution about SPWR products and services.
Document customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken to data base.
Drive resolution to all types of customer concerns (billing, technical support, life events, etc).
Comply to SunPower Environment, Health and Safety and Manufacturing Quality standards, rules and regulations.
Adhere to Customer Care policies on attendance, WFM, staffing, communications quality, etc.
Perform other duties that may be assigned.
RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS
Graduate of Business Management or any 4-year course.
Ability to manage complex transaction processing function
Experience in managing client-facing team in a Customer Service environment.
Computer literate : MS Office (e.g. MS Word, Excel, Power point, and other relevant application)
Experience in using CRM systems and software.
Highly analytical and patient
Excellent in written and oral communication
Attention to detail and the ability to work under pressure are keys
Customer satisfaction focus, must have the passion, commitment and drive
Ability to multitask and support multiple customer queues
OTHER PERTINENT INFORMATION
Location : ROHQ
This is an FTE position
Candidate must be willing to work in Laguna Technopark, Binan Laguna
Candidate must be legally entitled to work and reside in the Philippines
Can work night shift, weekends, US / PH holidays, dynamic schedule and break patterns.
Candidate must be willing to render overtime as business requires