Customer Service RepresentativeLanceSoft Limited Inc.

Job Overview
We are looking for customer service representatives that will act as a liaison, provide product/service information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Successful CSR's are patient, empathetic, and passionately communicative. Everyday customer service representatives will put themselves in their customer's shoes and advocate for them when necessary. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
 
Job Role & Responsibilities
• Deliver excellent customer service, responding to a variety of calls and emails from the US mortgage servicing industry
• Use knowledge obtained in training to locate answers in a knowledge database to respond to customer's mortgage related requests
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Reach personal, team, and contact center performance targets
• Take ownership of all customer inquiries and proactively follow through to ensure resolution
• Keep records of customer interactions, process customer accounts, and document appropriately
• Navigate multiple computer systems and applications, and utilize search tools to provide information to customers
• Follow communication procedures, guidelines, and policies
 
Qualifications & Experience
• At least SHS Graduate, College Level
• Must have at least 1-2 years of work experience in BPO industry (BFSI industry a plus)
• Experience handling voice (inbound or outbound) calls (Banking/Finance industry a plus)
• Work onsite in Mandaue City
• Excellent attention to detail
• Strong verbal and written English communication skills
• Basic computer navigation skills