Customer Service Representative, Manila

Job Summary:

A Client Care Specialist works in a call center where their primary duties include taking calls, determining the callers' needs, and organizing resources to provide immediate assistance. Regardless of the organization or sector they work for, their duties often include responding to questions, addressing inquiries, setting up appointments or bookings, and dealing with problems and complaints in a timely and effective manner. 

Roles & Responsibilities:

• Answering and making calls on a multi-line phone system.
• Managing large amounts of inbound and outbound calls in a timely manner
• Identifying customers needs, clarifying information, researching every issue, and providing solutions 
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Maintain accurate records of every conversation in our call center database.
• Attend educational courses often to improve knowledge and performance goals
• Meet personal/team qualitative and quantitative targets
• Work towards improving customer satisfaction
• Supporting a productive environment and smooth processes
• Resolving potential issues
• Managing shifts based on availability and compatibility 
• Analyzing data and providing reports to upper management
• Monitoring, assessing, and improving the efficiency of the employees.

Job Specifications (Experiences & Skills):

• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills, along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities, and manage time effectively
• High school degree
• Answer customer calls and address their inquiries and issues in a precise, satisfying manner
• De-escalate situations involving irate customers by providing understanding support and assistance
• Make phone calls to clients and customers to advise them of the company's new goods, services, and policies
• Checking client or customer accounts, providing updates and details on guarantees, transportation, and other relevant concerns
• Help with educating new hires on the company's customer management processes