Customer Service account analystSM Investments

General Duties 1. Receive queries, requests, and complaints from clients via phone call 2. Provide proper validation and pre-screening of requests 3. Analysis and handling of critical accounts with complaints 4. Coordinate with appropriate resource General Duties 1. Receive queries, requests, and complaints from clients via phone call 2. Provide proper validation and pre-screening of requests 3. Analysis and handling of critical accounts with complaints 4. Coordinate with appropriate resource for resolution of urgent concerns 5. First call resolution by coordinating with Department Managers of concerned units and monitoring of escalated accounts Detailed Duties DUTIES AND RESPONSIBILITIES 1. Be visible to answer questions from Customer Service Assistants 2. Monitor calls and provide assistance through coaching/ call barge/taking escalated calls 3. Receive queries, requests, and complaints from clients via phone call 4. Endorse completed tickets to the Concerned Departments/Units 5. Motivate and encourage CSAs through positive communication and feedback 6. Understand all organization's products, service, procedures and guidelines and communicate the same to all team members 7. Understand the purpose and relevance of company policies and ensure team's commitment to them 8. Ensure a harmonious working environment for all team members 9. Monitor queue and track inbound calls keep agents aware of call waiting, service level rate, etc. 10. Ensure 100% accuracy of all encoded information in the system, as authorized 11. Reply to emails within at least 72 hours from receipt 12. Participate effectively in team meetings 13. Perform other duties and functions that may be assigned from time to time by the Management Professional Eligibility Skills 1. Leadership - Takes control of situations and events recognizes and reward others' performance motivates coaches and develops others 2. Business Knowledge - Has an extensive knowledge of his/her own field or department understands the business and uses this to provide services and credible advice. 3. Communication - Effectively converses, listens, comprehends, and provide accurate information and feedback using oral and written communication skills 4. Problem Solving/Decision Making - Exhibits good analytical skills and explores alternative solutions to reach sound judgement. Confidently demonstrates readiness to make decisions. 5. Customer Focus - Values the importance of delivering high quality service to internal and external customer in a responsive manner takes initiative and acting upon delegated tasks proactively 6. Emotional Fortitude - Cooperates and collaborates with colleagues works in partnership with others. Readily accepts new information and changes in the workplace adjusts behavior in order to relate well to people from varied backgrounds 7. Credibility/Integrity - Demonstrates honesty, trustworthiness and commitment in all forms of transactions. Education Candidate must possess at least a Bachelor's College Degree Experience At least 1year experience in Real Estate/Customer Service and at least 2years experience as Supervisor. Responsibility DUTIES AND RESPONSIBILITIES 1. Be visible to answer questions from Customer Service Assistants 2. Monitor calls and provide assistance through coaching/ call barge/taking escalated calls 3. Receive queries, requests, and complaints from clients via phone call 4. Endorse completed tickets to the Concerned Departments/Units 5. Motivate and encourage CSAs through positive communication and feedback 6. Understand all organization's products, service, procedures and guidelines and communicate the same to all team members 7. Understand the purpose and relevance of company policies and ensure team's commitment to them 8. Ensure a harmonious working environment for all team members 9. Monitor queue and track inbound calls keep agents aware of call waiting, service level rate, etc. 10. Ensure 100% accuracy of all encoded information in the system, as authorized 11. Reply to emails within at least 72 hours from receipt 12. Participate effectively in team meetings 13. Perform other duties and functions that may be assigned from time to time by the Management
Monster

Philippines
Permanent
Full-time