- Resolves product or service problems by accurately understanding the customer's issue.
- Determine the cause of the problem, selecting the best solution to the problem and explaining to the customer the resolution
- Answer product and/or service questions or concerns
- Troubleshoot technical issues using all available tools
- Process customer orders and purchase of products and services
- Escalate to appropriate departments to expedite resolution of customer's issue
- Provide exceptional customer service experience
- Create or update customer information in the client database during and after each call
- Create accurate record of every customer transaction or interaction accurately, timely and professionally.
- Update customer information following the established client guidelines
- Comply to client and PCI guidelines in handling customer information
- Maintain a high level of professionalism when dealing with customers and clients
- Establish positive relationship with every customer
- Follow established weekly work schedules
- Provide timely feedback to noticeable patterns of customer concerns
- Attend upskill trainings to enhance skills applicable to tier level
- Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures
- Be receptive on any changes in company and client policies
- Adheres to operation/tier level performance goals
- Meets minimum goal of 70% on performance scorecard
- Adheres to client Zero Tolerance Policy (ZTP)
- Zero client audits
- High school graduate, vocational grade of any course or its equivalent
- Good verbal and written communication skills
- Basic knowledge in computer navigation
- Listening Skills
- Analytical Skill
- Problem-Solving Skills
- Communication
- Technology Skills (job-related technical skills)
- Customer Service
- Service Mentality
- Conflict Resolution
agent, csr - Philippines, Dumaguete, Pilipinas - Qualfon Philippines, Inc.
Paglalarawan
Job Summary
Main objectives and duties:
1. Call Handling.
2. Complete Documentation
3.Adherence to established internal and client guidelines.
4. Career Path and other account trainings.
5. Performance Results (Minimum of 70%).
Area of expertise (Skills)
Other Skills and Experiences (Min)
Prior work experience is not necessary but formal orientation is needed to enable the job incumbent to perform the job satisfactorily.