Call Center operator - vxaSupport Services Group

Maintaining contact with our client's customers
Managing inbound and outbount telesales calls, depending on the current campaigns.
Meeting the KPI-s (Key Performance Indicator) defined for the Call Center Department.
Meeting the sales expectations defined for the Call Center Department
Keeping client satisfaction at a high standard, and contributing to maintain the client's and SSG Europe's reputation, as well as curating our brand's image.
Take escalations from Advocates and will interact with both customers and agents from other support tiers.
Help with customer callbacks, speak with customers, offer advice regarding troubleshooting and deescalation
Proactively come up with ideas for workflow/tool improvements and participate in administrative/tool testing as needed
Gather examples/details and search for workarounds and/or successful troubleshooting steps
Encounter bugs and incidents
Escalation to higher support when needed
Deescalation
Handling inbound calls:
Handling calls arriving to the Service Desk, providing customers with information and explanation to their queries, and assisting them with guidance and resolution to their reported issues.
Providing orientation to the customers about our client's products, services and processes.
Complaint management
Handling outbound calls related to the Service Desk activities
Performing administrative tasks related to the calls, capturing information in the corresponding systems, and opening tickets if required.
Depending on the ongoing campaigns, ensuring that the client's incoming customer letters are handled and recorded.
Comply with the processes required for the Service Desk operation.
Up-to-date knowledge of the products, services and policies involved in the ongoing campaigns.
Regular reviews of the performance and key metrics related to the Service Desk activities, and evaluation of the development together with the supervisor.
General requirements regarding inbound calls:
Feedback to supervisor regarding work and procedure
Sharing your experience from calls and customer feedback with CC Leaders
Sharing ideas and recommendations with CC leaders
Oncall duty at weekends if necessary
Requirements
Mandatory skills and competences:
Performance-oriented attitude
Commitment to the organization
Cooperative attitude
Reliability, accuracy
Personal development
Basic skills and competencies required for the role:
Great attention to detail
Strong communication skills
Sharing knowledge
Ability to work independently
Professional competence
Using professional experience
Other competencies to fulfill the role:
Solution oriented mindset
Professionalism and integrity in every interaction
Unconditional compliance with call centre rules
Monotony tolerance
Customer-oriented attitude
Achieving set goals
Strong analytical and problem-solving skills
Ability to prevent and to solve conflicts
Ability to adapt to changes, flexibility
Resilience
Secondary or higher education
Call center experience is an advantage
Financial authority or insurance broker education is an advantage
Support Services Group

Mandaluyong City, Metro Manila
Permanent
Full-time