Customer Service RepresentativeSLK Global Philippines, Inc.

Work Assignment: Alabang, Muntinlupa City
Essential Duties and Responsibilities
Handles customer calls in a professional, courteous manner.
Handles non-routine and more difficult calls, sometimes requiring deviation from standard procedure. Handles escalated calls from a less experienced Customer Service Professional.
Provides accurate information to the customer. Explains complicated products and policies so the customer can understand.
Reviews and replies to customer questions through email.
Takes every step possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department. When follow-up is required, doing so within the timeframe committed to the customer.
Follows departmental policies and procedures, particularly in regards to customer confidentiality.
Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
Educates the customer about Bank products and services and up sells and cross-sells other products based on the customer's needs.
Serves as a role model for new Customer Service Professionals by being paired with new employees for observation and on the job training. Answering questions and acts as a resource to less experienced employees.
Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction
Continually learning and developing knowledge of Bank products and services.
May participate in outbound calls during periods of low call volume.
Perform any other duties assigned.
Minimum knowledge, skills and abilities required
High School diploma or equivalent experience.
Must possess knowledge of, and be able to respond to customer inquiries in three product categories.
Must be able to perform data entry and basic computer skills.
Knowledge of banking products and procedures required.
Excellent customer service skills and the ability to articulate and explain information clearly.
Previous customer service or call center experience preferred
Excellent telephone communication skills are essential. Must have strong written communication skills.
Good problem solving skills.
Amenable to work on shifting schedule