Customer Service RepresentativeDencom Consultancy

Job Descriptions:
Shall start up the Customer Service Team from scratch which includes product knowledge transfer, documenting the process flow, creating FAQs, creating KPI target.
Shall take calls, chats, emails and provide accurate response to the end user.
Shall raise to Level 2 for any questions that is not answerable by Customer Service Representatives.
Shall ensure that the new processes and procedures are implemented and used effectively by the team.
Shall provide operational floor management to ensure that the Contact Centre is run efficiently and effectively and that procedures are followed by the team.
Shall analyze and review performance information in order to analyze trends and identify training needs, ensuring that improvements are continually made, and performance is measured consistently.
Shall be coaching and mentoring individuals to support their ongoing development against the company behavioral framework. This will include conducting appraisals.
Shall communicate with other departments around the business appropriately.
Shall be assigned different tasks as necessary and depending on business needs
Qualifications:
With or Without BPO experience
College graduate
Fresh Graduates are welcome to apply
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