Customer Service Representative (Multi-Platform
Job details
Full-Time Job Title : Customer Service Representative (Multi-Platform) Job Type: Full Time; Graveyard Shift Location: Angeles City, Philippines (Onsite) We are seeking a highly skilled and motivated customer service representative to join our team and provide outstanding customer support to our offshore clients. The successful candidate will attend to inbound/outbound calls, and provide support through various channels like phone, email, chat services. Must be customer service oriented (empathetic, responsive, patient, and conscientious) To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. ... Key Tasks and Responsibilities:
- Receive inbound and outbound calls in a courteous, timely, and professional manner
- Listen, understand customer needs, and resolve any concerns
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner
- Utilize systems and technology to complete tasks
- Follow all required scripts, policies, and procedures
- Utilize knowledge base and training to accurately answer customer requests.
- Comply with requirements surrounding confidential information and personal information
- Appropriately escalate customer concerns with the managerial team
- Ensure first call resolution through problems solving and effective call handling
- Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
- Adhere to all attendance and work schedule requirements
- Attend to other essential duties related to the position to meet the ongoing needs of the company.
- Must be 18 years of age or older
- High school diploma or equivalent
- The ability to read and speak fluent English
- 6 months voice, email, and chat support call center experience handling US accounts
- Excellent organizational, written, and oral communication skills
- Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- The ability to type swiftly and accurately (40+ words a minute with 95% accuracy)
- Grammar Assessment passing score > 85%
- Excellent comprehension skills score > 90%
- Knowledge of CRM platforms will be advantageous
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem solving and negotiation
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- Highly reliable with the ability to maintain regular attendance and punctuality
- Flexibility to work in shifts, including weekends and holidays
- Must be authorized to work in the country in which the job is based.
- Must be willing to undergo employee background screening. Job offers are contingent on background screening tests.
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