Customer Service Representative (CSR) - PIONEER ACCT - FRESH GRADS / NO EXP!
Tenet Global Business Centre, Inc.
Taguig, PH
5d ago
source : Bossjob

This is entry level. The employee works in a learning capacity performing a range of customer service representative assignments under close supervision.

Employees in this class series serve as the primary customer contact in an inbound call / service center environment utilizing knowledge base and case management tools to assist customers in completing their human resource transactions, in accordance with call / service center standards.

Responsibilities and Duties :

  • Interacts with customers via telephone to answer questions and provide assistance in the completion of various human resource transactions.
  • Utilizes knowledge base information to answer customer inquiries.
  • Inputs, updates, and / or retrieves information from various state automated human resource or payroll systems.
  • Explains insurance coverage and other benefits to customers and assists customers in completing enrollment in benefits programs.
  • Provides information to answer questions from customers regarding human resource transactions.
  • Alerts supervisor or lead worker when there is confusion or absence of information in the knowledge base to answer particular questions.
  • Maintains electronic personnel records; researches data to verify employment and salary records.
  • Documents all contacts and outcomes within the center’s case management software application.
  • Routes calls to appropriate staff and / or office.
  • Performs all work in accordance with established call / service center standards.
  • Initiate’s status reports to supervisor or lead worker when delays occur in responding to inquiries. Assists less experienced representatives, as necessary.
  • Performs related work as assigned.
  • KNOWLEDGE, SKILLS, ABILITIES :

  • Knowledge of proper customer relationship / customer service practices.
  • Knowledge of various computer software applications.
  • Knowledge of general human resource practices.
  • Knows and applies fundamental concepts, practices and procedures in a particular field of specialization.
  • Ability to handle high volume of customer calls daily while maintaining a positive attitude.
  • Ability to work in a highly structured, measurement-oriented environment.
  • Ability to utilize a keyboard effectively and efficiently, as required for the work.
  • Ability to navigate through multiple computer applications and databases.
  • Ability to deal with difficult customers.
  • Ability to multi-task in a high-volume setting.
  • Ability to communicate effectively.
  • Ability to maintain favorable public relations.
  • Required and Preferred Qualifications :

  • Minimum Associates degree and pursuing relevant certifications; little relevant experience.
  • No work experience is required but with Excellent Command of English Language, and :
  • Hotel Personnel, Concierge and Information Help Desk Officers and Representatives are encouraged to apply.
  • Willing to work on a Night Shift and Shifting Schedule and during holidays.
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