Customer Service RepresentativeHCM Nexus

• Shall help document the process flow, creating FAQs, creating KPI target, product knowledge transfer to new hires.
• Shall take calls, chats, emails and provide accurate response to the end user through various channels. Shall resolve product or service product or service problems by clarifying customers concerns and determining the cause of the problem; selecting and explaining the best resolution. Ultimately, able to provide customer satisfaction and provide professional customer support.
• Shall diligently follow Company protocol and procedures. Maintain a positive, empathic and professional attitude.
• Shall be able to handle customer complaints and make the necessary trouble shooting before reporting to immediate supervisor/ 3rd party partner and/ or internal I.T. Team.
• Shall raise to the immediate supervisor any questions that cannot be addressed by the Customer Service Representatives.
• Shall ensure that new processes and procedures are implemented and used effectively.
• Shall communicate with other departments appropriately.
• Shall be willing to perform stretch assignments whenever necessary depending on the business need.
• With Customer Service experience.
• CSR Background should not be limited to the following: Credit Card outbound/inbound, Credit Card Fraud, e-wallet customer service, bills payment/remittance services, Telesales, offering products and/or upselling.
• Familiar with Bank services or remittances is a plus.
• Has experience handling customer complaints
• Can communicate in English and Filipino
• Strong familiarity with the internet and MS Office applications
• Willing to work on shifting schedules including weekends and holidays
• Willing to work onsite
• Good communication skills and has a good control over one's emotion.