Customer Service Specialist RES NA
West Corporation
Makati City, Philippines, Philippines
1d ago

Responsible for :

  • Scheduling conference calls to meet the customers’ needs
  • Schedule calls incoming from the telephone, e-mail or fax; interpret the customer’s needs while providing additional services if needed
  • Build and maintain a successful relationship with all customers internal and external
  • Assist the customer by answering basic customer questions regarding products and processes while escalating issues if it can’t be resolved at the employees level
  • Stay up-to-date on the customer base and develop and maintain knowledge of company product and portfolio
  • MAJOR JOB ACCOUNTABILITIES

    Reservations Function -

  • Take incoming reservation for conferencing events from assigned customers while providing outstanding customer service and adhering to corporate and departmental policies and procedures
  • Schedule, modify, and cancel basic reservations for assigned customers via phone while optimizing each contact with customers by up-
  • selling additional call features

  • Register new customers for scheduled conference calls while following all reservations scripting to ensuring quality and consistency
  • Implement new accounts and owner profiles for current customers, as assigned
  • As assigned, setup conference calls for assigned companies
  • Interpret the customers’ needs while providing additional services, if needed
  • Build and maintain a successful relationship with all customers internal and external
  • Assist the customers by answering basic customers questions regarding products and processes while escalating the issue if it cannot be resolved at the employees level
  • Stay up-to-day on the customer base and develop and maintain knowledge of company services and product portfolio
  • Educate the customers about services they have to offer and their use
  • Identify any inconsistencies in execution and bring to upper management’s attention
  • General Job Responsibilities :

  • Exercise exceptional customer service skills in an effort to optimize each contact with the customer
  • Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
  • Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
  • Maintain required documentation in an accurate and timely manner using established systems
  • Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
  • Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls
  • Establish and maintain a professional relationship with internal / external customers, team members and department contacts
  • Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided
  • MINIMUM QUALIFICATIONS

    Applicants for this job will be expected to meet the following minimum qualifications :

    Education

  • High school diploma or GED required
  • Additional education may be required based on individual projects and / or location
  • Experience

  • Minimum 6 months customer services experience required
  • Other

  • Basic Knowledge of MS Word, and Excel required
  • Knowledge of computer keyboard and mouse
  • Based on Project and / or Location of Project the following may be required :

  • Demonstrated fluency in English and / or other specified language (e.g., Spanish, French, etc.) depending on the position
  • Ability to pass standardized interview
  • Score acceptably on job related testing assessments
  • Ability to work flexible schedules
  • Ability to clearly communicate using a clear, distinct voice
  • Ability to read scripted presentations verbatim or paraphrasing and customizing the presentations in order to meet client requirements and bring customer issue to resolution
  • CORE COMPENTENCIES

  • Problem Solving and Decision Making
  • Identifies and analyzes problems and finds solutions to them. Isolates problem areas and uses appropriate techniques to solve them
  • Is able to handle customer concerns with minimal assistance
  • Is able to escalate problems to supervisors and managers appropriately
  • Possesses good business sense and judgment to be able to resolve customer concerns on the spot
  • Always follows up as necessary and keeps the customer informed of the situation
  • Attention to Detail & Multi-Tasking
  • Has the ability to quickly and accurately scan for errors
  • Relates to visual, numerical, and verbal data; also relates to generating and transmitting error-free products and work
  • Is capable of devoting optimal attention to a task or project to ensure it is completed to the highest quality standards
  • Is able to simultaneously manage several tasks / activities efficiently and effectively, using available resources and time constraints, and to achieve objectives in a timely, cost-
  • effective manner with the highest-quality delivery possible

    Planning & Organizing Work

  • Ability to schedule resources and one's own time in order to accomplish a goal; can include both short and long term schedules
  • Organizes work tasks to maximize quality and completeness
  • Basic Computer Knowledge & Orientation Toward Technology
  • Possesses basic computer knowledge and technological skills, including the ability to use search tools, browsers, and email programs
  • Also expresses an interest in and willingness to learn new technology
  • Basic and Applied Mathematical Skills
  • Possesses the ability to add, subtract, multiply, and divide, in support of work activities
  • Willing to Learn
  • Rapidly absorbs new information. Learns, remembers and applies new techniques or procedures
  • Is curious to learn new things and ways of doing the job
  • Delights in sharing best practices with others
  • Communication Skills
  • Communicates in a clear and convincing manner using oral and written forms
  • Is able to read, interpret, and apply written directions and guidelines
  • Listens attentively and ensures understanding of what is being said
  • Customer Service Orientation
  • Welcomes and acknowledges each customer with a sense of urgency and provides the customer with their full attention
  • Engages customers to identify their needs, address their issues, meet their expectations, and ensure their satisfaction
  • Always tries to help and assist the customer in a polite, respectful, and friendly manner
  • Challenges oneself to find new and innovative ways to enhance the customer experience
  • Acts as a trusted advisor to customers by offering products and services that truly meet their identified needs
  • Understanding and Negotiating with Others

  • Identifies with and understands the feelings, thoughts, and attitudes of customers and co-workers
  • Treats others with dignity and respect
  • Keeps the customer's or clients best interest at the heart of all decisions
  • Effectively works with customers and co-workers alike to produce agreement on a course of action or on outcomes that satisfy various interests
  • Understands the other party's motives and tactics and strives to achieve a positive result for all parties involved
  • Is able to substantially influence the thoughts and actions of others
  • Consistently convinces others to embrace a particular position or viewpoint, and / or to take a specific course of action
  • Openness to Feedback and Adaptability
  • Is always open to providing and receiving constructive feedback to / from others
  • Demonstrates the capacity to readily change actions, opinions or behavior based upon feedback from teammates and leaders
  • Is able to successfully adjust / adapt his / her approach when faced with multiple demands, shifting priorities, or rapid change;
  • Personal Stability

  • Remains controlled in the face of pressure, complaints or failure; has the ability to think rationally and logically despite considerable pressures
  • Copes well with setbacks
  • Is thick-skinned when dealing with irritable customers or co-workers
  • Integrity and Adherence to Policies and Procedures
  • Is a trusted associate with confidential information, goods, and products
  • Models the appropriate behaviors for others in the organization
  • Keeps confidences, admits mistakes, and does not misrepresent him / herself for personal gain
  • Can monitor self-activities and will do what was promised
  • Will admit mistakes
  • Always follows procedures and appropriate policies to minimize risks
  • Conscientious & Dependable

  • Is committed to achieving and maintaining high work standards
  • Takes personal pride in the quality and output of work
  • Looks for ways to improve existing work processes
  • Is responsible and reliable
  • Shows up to work on time and when required
  • Is available to work when needed and rarely misses scheduled work time
  • Call Center

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