Customer Service AssistantSM Investments

Job Description
General Duties
1. Responsible in the proper and timely handling of client's concern received via Email.
2. Willing to render Over Time on weekdays and weekends.
Detailed Duties
1. Receive queries, requests, and complaints from clients via phone call
2. Provide appropriate response to clients and take appropriate action for each call
3. Provide proper validation and pre-screening of requests
4. Coordinate with appropriate resource for resolution of urgent concerns
5. Analysis and handling of critical accounts with complaints
6. First call resolution by:
coordinating with Department Managers of concerned units
monitoring of escalated complaints
outbound calls to buyers to provide feedback on their concern
7. Assist calls of representatives handling VIP accounts
8. Follow up customer calls where necessary
9. Protect sensitive information that must not be disclosed to Clients/Non-Clients/Sellers
10. Document all call information according to standard operating procedures
Professional Eligibility
Skills
1. Communication - Effectively converses, listens, comprehends, and provide accurate information and feedback using oral and written communication skills
2. Problem Solving/Decision Making - Exhibits good analytical skills and explores alternative solutions to reach sound judgement. Confidently demonstrates readiness to make decisions.
3. 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
4. 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
5. Credibility/Integrity - Demonstrates honesty, trustworthiness and commitment in all forms of transactions.
Education
Graduate of any 4year course in any field (Business, Communication or Marketing).
Experience
At least 1 year experience in Contact Center/Customer Service/Real Estate.
Responsibility
.. Internal Transfer from Emails Team to Frontline. Kindly close 2022-[Protected Info]since Paulo will fill this PRF. ..
1. Receive queries, requests, and complaints from clients via phone call
2. Provide appropriate response to clients and take appropriate action for each call
3. Provide proper validation and pre-screening of requests
4. Coordinate with appropriate resource for resolution of urgent concerns
5. Analysis and handling of critical accounts with complaints
6. First call resolution by:
coordinating with Department Managers of concerned units
monitoring of escalated complaints
outbound calls to buyers to provide feedback on their concern
7. Assist calls of representatives handling VIP accounts
8. Follow up customer calls where necessary
9. Protect sensitive information that must not be disclosed to Clients/Non-Clients/Sellers
10. Document all call information according to standard operating procedures