Customer Service RepresentativeFirstsource Solutions Limited

CUSTOMER SERVICE REPRESENTATIVE
 
Job Highlights
Annual Appraisals
Career Growth with new business opportunities
Competitive Salary and Benefits
Job Description
 
Designation: Associate
Department: Operations
Location: Makati (Century City)
Report to: Team Leader, Operations.
Work Set-up: 100% Work from Office
 
CORE RESPONSIBILITIES
- Ensure to provide excellent customer service within our production shifts including prompt resolution of client related issues, complaints, enquiries or challenges.
- Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team performance.
- Ability to grasp, comprehend, and clear training or coaching content quickly. And ensure it sustains during work execution.
- Ensures all team briefing/meetings/coaching's are attended on a timely basis.
- Manage a high call volume, emails and SMS (text) in order to enable our sales staff to maintain a full pipeline of prospects (inbound/outbound and email)
- Establish and maintain a friendly rapport with customers and overcome objections by understanding their goals and interests
- Set appointments with consumers for the Officers, if need be.
- Deliver exceptional customer service to potential and existing customers
- Adapt to process changes and assist in creating ways for delivering excellent customer service
- Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
- Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
- Ability to work overtime, weekly off and public holidays based on business requirements.
- Exhibiting right and acceptable behaviour at workplace in compliance to the company COC.
- Manage irate customersand provide resolution to their concerns.
- On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made.
- Act as a team player and coordinate work respectfully with fellow members in co-ordination.
- Update relevant information accurately into the client's systems and give constructive feedback to enhance systems and improve overall customer experience.
- Demonstrate a "can do" & "open-to-feedback" attitude, to develop a great working culture to help us achieve the best results.
- Work towards targets set, manage own time and prioritise tasks to meet through expected work discipline as a professional.
- Work closely with team leader by implementing the coaching aspects discussed for self and career development
 
Value-Add Responsibilities:
- Participative in team bonding, offline activities as necessary
- Assist new team members in need and breed the team culture
 
Essential Knowledge:
- Knowledge of handling customers in a BPO set-up any mode of communication from previous experiences
- Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
 
Essential Skills:
- Willingness to work in graveyard shifts (8:00 PM to 10.00 AM PH Time).
- Communicate effectively, both orally and in writing.
- Flexibility to meet business requirements and fluctuating workload
- Organize, prioritize, and schedule work assignments.
- Foster a cooperative work environment.
- Hardworking and Smart working attitude with openness to feedback
- Have acceptable typing speed of at least 22 WPM/90% Accuracy
 
MINIMUM QUALIFICATION:
- High School (Old Curriculum) or Sr. High School (New Curriculum) Undergraduates Accepted