As a Customer Service Agent, you will be the primary point of contact for our valued customers, delivering exceptional service through various communication channels. Your role involves addressing inquiries, resolving issues with accuracy and efficiency, and ensuring compliance with performance targets and company policies. You will play a vital role in upholding our commitment to excellence and customer satisfaction.
Responsibilities
Provide prompt, respectful, and efficient customer service via phone, email, and chat.
Understand and accurately address customer inquiries, concerns, and issues.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Escalate complex issues to higher-level support teams or management as necessary.
Identify customer needs and guide them in using specific features or services.
Follow standard procedures for escalating unresolved issues to the appropriate internal teams.
Keep accurate records of customer interactions, transactions, comments, and complaints.
Update customer information in the database during and after each interaction.
Achieve and exceed performance metrics, including call resolution time, first-call resolution rate, and customer satisfaction scores.
Provide prompt, respectful, and efficient customer service via phone, email, and chat.
Understand and accurately address customer inquiries, concerns, and issues.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Escalate complex issues to higher-level support teams or management as necessary.
Identify customer needs and guide them in using specific features or services.
Follow standard procedures for escalating unresolved issues to the appropriate internal teams.
Keep accurate records of customer interactions, transactions, comments, and complaints.
Update customer information in the database during and after each interaction.
Achieve and exceed performance metrics, including call resolution time, first-call resolution rate, and customer satisfaction scores.
Skills and Qualification
Strong understanding of customer service principles and best practices.
Excellent verbal and written communication skills.
Empathetic and patient demeanor with the ability to remain calm under pressure.
Proficiency in using CRM systems and other relevant software applications.
Problem-solving skills with the ability to efficiently resolve customer issues.
Ability to multitask and prioritize tasks effectively in a fast-paced environment.
Attention to detail, ensuring accuracy in recording and updating customer information.
Strong understanding of customer service principles and best practices.
Excellent verbal and written communication skills.
Empathetic and patient demeanor with the ability to remain calm under pressure.
Proficiency in using CRM systems and other relevant software applications.
Problem-solving skills with the ability to efficiently resolve customer issues.
Ability to multitask and prioritize tasks effectively in a fast-paced environment.
Attention to detail, ensuring accuracy in recording and updating customer information.
Education and Experience
High school diploma or equivalent.
At least 1 year of customer service experience in a call center environment.
Preference for candidates with at least 5 years of experience in a call center environment and a minimum of 3 years working across multiple lines of business (LOBs).
Ability to work rotating shifts, including evenings, weekends, and holidays.
Experience using CRM software or similar customer management systems.
High school diploma or equivalent.
At least 1 year of customer service experience in a call center environment.
Preference for candidates with at least 5 years of experience in a call center environment and a minimum of 3 years working across multiple lines of business (LOBs).
Ability to work rotating shifts, including evenings, weekends, and holidays.
Experience using CRM software or similar customer management systems.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!