Customer Service Representative, Pasig

Description

Receive incoming calls from customers, responding to their queries in an efficient and timely manner to ensure customer satisfaction
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
Work in close collaboration with the internal departments for complaint resolutions and communicate effectively to ensure the customers issue is resolved.
Attend and respond to customer e-mails and written requests on day to day basis
Report any technical faults to the NOC/IT Duty Manager via the defined escalation process.
Document every call activity and escalation in the ticketing tool.
Adherence to call quality parameters and process mandates.
Ensure you are achieving your KPIs resulting in incentives and other performance based bonuses.
Ensure quality of data capture from customers
Ensure adherence to product scripting in all customer communications
Support other department with any other business specific tasks.

Excellent English Language Skills, vocabulary and diction.
Maintain reports within Excel and Word
Strong communication skills required, face to face and over the telephone
Ability to deal with pressurized situations calmly and efficiently
Possess empowerment to make decisions to resolve any customer situation effectively
Excellent Multi-tasking skills, carrying out more than one task simultaneously.
Previous telecoms industry knowledge would be an added advantage (not mandatory)

Highlights

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