Customer Service Advisor - Mandarin
Concentrix
Quezon City
6d ago

Answers and responds to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle / route accordingly to the satisfaction of the consumer

Verifies all contact information

Creates cases within supplied Customer Relationship Management (CRM) system

Documents problem definition

Documents and logs all contacts and actions into CRM as specified in guidelines

Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc.

Provides help and clear direction to consumers on follow-up actions to be taken for resolution

Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfillment and client when appropriate

Provides customers with follow-up action to be taken and documents in CRM

Remains knowledgeable of performance requirements, brands / product and process documentation

Maintains awareness of and compliance with all Concentrix personnel policies

Achieves specified performance goals and knowledge of all tools used in the process

Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc.

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