Customer Service Representative (BPO | Morning Shift)

Location: 11/F One Corporate Center, J. Vargas, San Antonio, Ortigas Center, Pasig City, Metro Manila, Philippines 1605

Work Set Up : Onsite

Work Schedule : Fixed Day Shift | Rotating Shift Schedules

Job Types: Full-time, Permanent

Pay: 20,000 to 28,000

Benefits:

• HMO
• Paid training

Main Duties and Responsibilities:

• Effectively manage large amounts of incoming calls
• Attend to customer’s inquiries through Live Chat Portal and Support Inbox
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas through upselling
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution - escalate when required
• Manage the accuracy and validity of all electricity and gas applications to ensure the business requirements and needs are met by resolving discrepancies in incomplete applications and documents by performing and maintaining compliance through voice verifications
• Account Management - Keep records of customer interactions, process customer accounts, file documents and ensure customer details are updated accurately.
• Provide first call resolution; working with appropriate internal resources, completing necessary follow-up, and ensuring closure of the inquiry
• Follow communication procedures, guidelines, and policies
• Liaise between the Sales Staff and internal teams
• Handle activities listed under Orion
• Achieve overall customer resolution, satisfaction, and First Call Resolution
• Perform Adhoc Tasks as needed by the campaign
• Perform Administrative tasks as needed

Skills and Qualifications:

• Proficient in Microsoft Office Products.
• Excellent verbal and written communication skills.
• Flexible and amenable to working weekends, shifting schedules, and even on holidays.
• Professional, enthusiastic, and customer service oriented.
• Proven time management skills with the ability to multi-task.
• Strong attention to details with a high level of accuracy.
• With BPO work experience in Energy account.