Customer Service Executive in a Top BPO at Makati

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11 months ago

Customer Service Executive in a Top BPO at Makati

0-10 Year(s)

10 - 15 Thousand p.m

Manila (Makati)

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Job Description

Key Skills

Customer Service

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Job Highlights •

Annual Appraisals

• Career Growth with new business opportunities

• Competitive Salary and Benefits

Job Description

Designation: Associate Department

Operations Location: Makati (Century City) Report to: Team Leader, Operations. Work Set-up: 100% Work from Office

CORE RESPONSIBILITIES

• Ensure to provide excellent customer service within our production shifts including prompt resolution of client related issues, complaints, enquiries or challenges.

• Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team performance.

• Ability to grasp, comprehend, and clear training or coaching content quickly. And ensure it sustains during work execution.

• Ensures all team briefing/meetings/coaching’s are attended on a timely basis.

• Manage a high call volume, emails and SMS (text) in order to enable our sales staff to maintain a full pipeline of prospects (inbound/outbound and email)

• Establish and maintain a friendly rapport with customers and overcome objections by understanding their goals and interests

• Set appointments with consumers for the Officers, if need be.

• Deliver exceptional customer service to potential and existing customers

• Adapt to process changes and assist in creating ways for delivering excellent customer service

• Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.

• Maintain regular, reliable performance and attendance, including the daily schedule as assigned.

• Ability to work overtime, weekly off and public holidays based on business requirements.

• Exhibiting right and acceptable behaviour at workplace in compliance to the company COC.

• Manage irate customersand provide resolution to their concerns. • On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made.

• Act as a team player and coordinate work respectfully with fellow members in co-ordination. • Update relevant information accurately into the client’s systems and give constructive feedback to enhance systems and improve overall customer experience.

• Demonstrate a “can do” & “open-to-feedback” attitude, to develop a great working culture to help us achieve the best results.

• Work towards targets set, manage own time and prioritise tasks to meet through expected work discipline as a professional.

• Work closely with team leader by implementing the coaching aspects discussed for self and career development Value-Add Responsibilities:

• Participative in team bonding, offline activities as necessary

• Assist new team members in need and breed the team culture Essential Knowledge:

• Knowledge of handling customers in a BPO set-up any mode of communication from previous experiences • Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc. Essential Skills:

• Willingness to work in graveyard shifts (8:00 PM to 10.00 AM PH Time). • Communicate effectively, both orally and in writing.

• Flexibility to meet business requirements and fluctuating workload

• Organize, prioritize, and schedule work assignments.

• Foster a cooperative work environment.

• Hardworking and Smart working attitude with openness to feedback

• Have acceptable typing speed of at least 22 WPM/90% Accuracy MINIMUM QUALIFICATION: • High School (Old Curriculum) or Sr. High School (New Curriculum) Undergraduates Accepte

Role

Customer Service Executive

Timings

US-Type Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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