Customer Service agentETS2 Resource Center Inc.

Job Descriptions
Responds promptly to customer inquiries by communicating through the Customer Service Management Tool (Zendesk) that consolidates all customer touch points in one view.
Applies various and appropriate communication channels when necessary in order to expedite resolution of customer concern. This may be through the use of Zendesk, SMS or phone calls.
Select appropriate responses to customer issues and provide accurate, valid and complete information, solutions and alternatives within the time limits
Resolves customer complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Attract potential customers by answering product and service questions and suggesting information about other products and services.
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
Refer advanced cases to the Customer Service Data Supervisor for escalation to identified departments for resolution, providing background information as necessary
Customer Care Program Management
Acts as the brand ambassador for excellent customer service on all points of contact (staff, store, product & services, events and head office)
Follow communication procedures and guidelines set to ensure systematic resolution of concerns
Maintain company standards during communications in order to ensure high quality service
Communicating and coordinating with colleagues as necessary
Providing feedback on the efficiency of the customer service process
Contributes to team effort by accomplishing related results as needed
Prepare product or service reports by collecting and analyzing customer needs to ensure overall customer satisfaction and submit to the Customer Service Data Supervisor for presentation to management
Job Qualifications
With Bachelor's Degree, preferably with major in Psychology, Behavioral Sciences, Marketing, Communications, Education, Management, Mass Communication and other related fields.
Fresh graduate or with at least 1 year experience in a Customer Service function, with experience in directly handling customers, using CRM tools, preferably has been part of implementing a CRM project
Effective verbal/written communication and interaction both with internal and external customers; Articulate in English and Filipino for both written and verbal correspondence
Quick learner, level-headed, organized/detail-oriented, excellent at time management
Intermediate proficiency in Microsoft Office (MS Excel, MS Word, MS Powerpoint, MS Outlook)
Pleasant personality and clear communication skills over the phone
Able to effectively handle difficult customers
Able to self-manage and multi-task
Schedule:
8 hour shift