Home Philippines Customer Service Advisor - ANE XP 2024
Home Philippines Customer Service Advisor - ANE XP 2024
Customer Service Advisor - ANE XP 2024
Job details
Job Title:
Customer Service Advisor - ANE XP 2024
Job Description
The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
Essential Functions/Core Responsibilities • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures • Maintain basic knowledge of client products and/or services • Prepare complete and accurate work including appropriately notating accounts as required • Participate in activities designed to improve customer satisfaction and business performance • Offer additional products and/or services • Track, document and retrieve information in call tracking database • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Candidate Profile • High school diploma with three to six months of relevant experience preferred • Courteous with strong customer service orientation • Strong computer navigation skills and PC Knowledge • Ability to effectively communicate, both written and verbally • Dependable with strong attention to detail • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly • Tolerance for repetitive work in a fast-paced, high production work environment • Ability to work as a team member, as well as independently • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner • Ability to rotate shifts, as needed • Based on location and/or program, additional experience/skills may be required *Job requirements may vary by country and will not contravene any local laws
Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. #LI-DNI
Location:
PHL Makati City - Ayala North Exchange
Language Requirements:
Time Type:
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'base_duration' => '0', 'timing' => '', 'location' => 'Online', 'global_location_id' => '275', 'school' => 'Inspire London College', 'logo' => '', 'certificate_diploma' => 'yes', 'image' => '', 'brochure_url' => null, 'video' => '', 'cost' => '', 'price' => '18', 'price_enquiry' => '0', 'course_status' => 'Paid', 'base_price' => '18', 'nondiscounted_base_price' => '180', 'currency' => 'GBP', 'discount' => '90% Off for Laimoon Users!', 'free_trial_text' => '', 'laimoon_offer' => '1', 'summary' => '<strong>Level 5 Diploma in Customer Service - Upon successful completion, learner will get an Endorsed Diploma from TQUK.</strong><br> Customer Service Diploma is one of the best Customer Service Diploma offered by ILC to provide Knowledge about Communication in the Business Sector to those who are looking to work in Customer Service Skills Sector. 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ILC started its campus-based educational program in 2013 and in 2016 the college has started its distance learning program and offered various online courses to its international students. Now college has students’ more than 50 countries that are the part of our distance learning program.<br /> ILC’s professional and online diploma courses are accredited by the Training and Qualifications UK (TQUK) and British Awarding Association. Both awarding bodies are highly reputable and are registered with Ofqual. The courses catalogue of Inspire London College is quite extensive which mainly includes the disciplines of project management, hotel management, business administration, accounting and finance, forensic accounting, E-commerce management, event management, construction management, logistics and supply chain management, fashion designing etc.<br /> <br /> Campus-based Studies and Distance Learning<br /> Inspire London College offers the candidates to learn according to their own choice as college offers campus-based education as well as distance learning education. 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ILC is one of the Leading Online Customer Service Skills Diploma providers in the United Kingdom and Customer Service Skills Diploma includes 06 important modules that teach the learner about their need and succession in their professional life.<br> <strong>Modules Outline of Level 5 Diploma in Customer Service</strong><br> <strong>Module 1: Customer Service</strong> <ul> <li>State what customer service means in relation to all your customers, both internal and external</li> <li>Recognize how your attitude affects customer service</li> <li>Identify your customers' needs</li> <li>Use outstanding customer service to generate return business</li> <li>Build good will through in-person customer service</li> <li>Provide outstanding customer service over the phone</li> <li>Connect with customers through online tools</li> <li>Deal with difficult customers</li> </ul> <strong>Module 2: Customer Support</strong> <ul> <li>Define customer support</li> <li>Know the different venues for customer support</li> <li>Recognize challenges of customer support</li> <li>Learn different applications</li> <li>Know proper forms of documentation</li> <li>Learning to be proactive in customer support</li> </ul> <strong>Module 3: Communication Strategies</strong> <ul> <li>Understand what communication is</li> <li>Identify ways that communication can happen</li> <li>Identify barriers to communication and how to overcome them</li> <li>Develop their non-verbal and par verbal Customer Service Skills</li> <li>Use the STAR method to speak on the spot</li> <li>Listen actively and effectively</li> <li>Ask good questions</li> <li>Use appreciative inquiry as a communication tool</li> <li>Adeptly converse and network with others</li> </ul> <strong>Module 4: Call Center Training</strong> <ul> <li>Define and understand call center strategies.</li> <li>Identify different types of buying motivations.</li> <li>Create SMART Goals.</li> <li>Familiarize myself with strategies that sharpen effective communication.</li> <li>Use proper phone etiquette.</li> <li>Set benchmarks.</li> </ul> <strong>Module 5: Coaching Sales People</strong> <ul> <li>Understand the definition of coaching</li> <li>Identify and monitor key information</li> <li>Communicate effectively</li> <li>Use coaching techniques</li> <li>Avoid common mistakes</li> </ul> <strong>Module 6: Contact Center Training</strong> <ul> <li>How to get management involved in training.</li> <li>Why peer training works.</li> <li>That manners are important with a contact center.</li> <li>How to build rapport with the callers.</li> <li>How to deal with difficult customers.</li> </ul> <strong>Module 7: Handling Difficult Customers</strong> <ul> <li>Cultivate a positive attitude</li> <li>Manage internal and external stress</li> <li>Develop abilities to listen actively and empathize</li> <li>Build a rapport with customers in person and over the phone</li> <li>Understand the diverse challenges posed by customers</li> <li>Develop strategies to adapt to challenging circumstances</li> </ul> <strong>Module 8: Meeting Management</strong> <ul> <li>Planning and Preparing</li> <li>Identifying the Participants</li> <li>How to choose the time and place</li> <li>How to create the agenda</li> <li>How to set up the meeting space</li> <li>How to incorporate your electronic options</li> <li>Meeting Roles and Responsibilities</li> <li>Use an agenda</li> <li>Chairing a Meeting</li> <li>How to deal with disruptions</li> <li>How to professionally deal with personality conflicts</li> <li>How to take minutes</li> <li>How to make the most of your meeting using games, activities and prizes</li> </ul> <strong>Module 9: Negotiation Skills</strong> <ul> <li>Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating</li> <li>Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA</li> <li>Lay the groundwork for negotiation</li> <li>Identify what information to share 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/> <br /> Acquire key skills in customer service, administrative support, computer literacy, telephone communication and negotiation with this online office skills and customer service course. The Office Skills for Customer Service is a comprehensive online qualification designed to prepare you for the workplace with modules focusing on practical techniques, knowledge, and expertise.<br /> <br /> <strong>COURSE DESCRIPTION</strong><br /> <br /> Designed and delivered by industry professionals, the Office Skills for Customer Service provides an engaging course of study through modules taught with videos, practical exercises, online study materials, and ;You will develop your understanding of best office administration and customer service practice, including role-specific skills in verbal and nonverbal communication, creating an office procedure guide, CRM and telephone ;You also improve your IT skills with units in Microsoft Excel, Word, and PowerPoint.<br /> <br /> <strong>COURSE DESIGN</strong><br /> <br /> The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.<br /> You are taught through a combination of <ul> <li>Video lessons</li> <li>Online study materials</li> <li>Mock exams</li> <li>Multiple-choice assessment</li> </ul> <strong>WHY STUDY THIS COURSE</strong><br /> <br /> Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge.<br /> The Office Skills for Customer Service is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.<br /> <br /> <br /> <strong>Course Curriculum</strong> <p> </p> Office Skills for Customer Service - Updated Version <ul> <li>Module 01: Personal Assistant</li> <li>Module 02: Admin Support</li> <li>Module 03: Administrative Management</li> <li>Module 04: Organisational Skills</li> <li>Module 05: Telephone Etiquette</li> <li>Module 06: Business Writing</li> <li>Module 07: Time Management</li> <li>Module 08: Body Language and Effective Communication</li> <li>Module 09: Meeting Management</li> <li>Module 10: Excel Basics</li> <li>Module 11: PowerPoint Basic</li> <li>Mock Exam</li> <li>Final Exam</li> <li>Office Skills for Customer Service - Old Version</li> <li>Admin Support</li> <li>Administrative Management</li> <li>Organisational Skills</li> <li>Customer Relations and Dealings</li> <li>Customer Service: Telephone Etiquette</li> <li>Customer Relationship Management</li> <li>Microsoft Office Word</li> <li>Microsoft Office Powerpoint</li> <li>Microsoft Office Excel</li> </ul> ', 'outline' => '', 'who_should_take_this_course' => '', 'eligibility' => '<br /> The Customer Service Skills Course is open to all, with no formal entry requirements. 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The Office Skills for Customer Service is a comprehensive online qualification designed to prepare you for the workplace with modules focusing on practical techniques, knowledge, and expertise.<br /> <br /> <strong>COURSE DESCRIPTION</strong><br /> <br /> Designed and delivered by industry professionals, the Office Skills for Customer Service provides an engaging course of study through modules taught with videos, practical exercises, online study materials, and ;You will develop your understanding of best office administration and customer service practice, including role-specific skills in verbal and nonverbal communication, creating an office procedure guide, CRM and telephone ;You also improve your IT skills with units in Microsoft Excel, Word, and PowerPoint.<br /> <br /> <strong>COURSE DESIGN</strong><br /> <br /> The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.<br /> You are taught through a combination of <ul> <li>Video lessons</li> <li>Online study materials</li> <li>Mock exams</li> <li>Multiple-choice assessment</li> </ul> <strong>WHY STUDY THIS COURSE</strong><br /> <br /> Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge.<br /> The Office Skills for Customer Service is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.<br /> <br /> <br /> <strong>Course Curriculum</strong> <p> </p> Office Skills for Customer Service - Updated Version <ul> <li>Module 01: Personal Assistant</li> <li>Module 02: Admin Support</li> <li>Module 03: Administrative Management</li> <li>Module 04: Organisational Skills</li> <li>Module 05: Telephone Etiquette</li> <li>Module 06: Business Writing</li> <li>Module 07: Time Management</li> <li>Module 08: Body Language and Effective Communication</li> <li>Module 09: Meeting Management</li> <li>Module 10: Excel Basics</li> <li>Module 11: PowerPoint Basic</li> <li>Mock Exam</li> <li>Final Exam</li> <li>Office Skills for Customer Service - Old Version</li> <li>Admin Support</li> <li>Administrative Management</li> <li>Organisational Skills</li> <li>Customer Relations and Dealings</li> <li>Customer Service: Telephone Etiquette</li> <li>Customer Relationship Management</li> <li>Microsoft Office Word</li> <li>Microsoft Office Powerpoint</li> <li>Microsoft Office Excel</li> </ul> ', 'outline' => '', 'who_should_take_this_course' => '', 'career_path' => 'Customer Service Engineer,Customer Service Specialist,Customer Service /Optometrist,Customer Service Agent,Manager, Customer Service Centre,Customer Service Officer', 'eligibility' => '<br /> The Customer Service Skills Course is open to all, with no formal entry requirements. 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This position provides customer service support and resolution of routine problems regarding client's product or services. Essential Functions/Core Responsibilities • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures • Maintain basic knowledge of client products and/or services • Prepare complete and accurate work including appropriately notating accounts as required • Participate in activities designed to improve customer satisfaction and business performance • Offer additional products and/or services • Track, document and retrieve information in call tracking database • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff Candidate Profile • High school diploma with three to six months of relevant experience preferred <br> • Courteous with strong customer service orientation • Strong computer navigation skills and PC Knowledge • Ability to effectively communicate, both written and verbally • Dependable with strong attention to detail • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly • Tolerance for repetitive work in a fast-paced, high production work environment • Ability to work as a team member, as well as independently • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner • Ability to rotate shifts, as needed • Based on location and/or program, additional experience/skills may be required *Job requirements may vary by country and will not contravene any local laws Career Framework Role Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels. 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Hiring company
Webhelp
-
Level 5 Diploma in Customer Service Inspire London CollegeAED 83
AED 661Duration: Upto 4 Weeks -
Office Skills for Customer Service One EducationAED 69
AED 1,049Duration: Upto 2 Hours
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