Customer Service Representative (CSR)

Job Purpose:

To engage customers and enhance brand equity by expediently and directly addressing customer service needs from the St. Peter Customer Service Center and escalated customer service referrals from the St. Peter Call Center or any customer contact point in coordination with the respective departments.

Tasks

• To ensure customer engagement by quickly addressing inquiries, resolving complaints and delighting customers who contact the St. Peter Customer Service Center.
• To gather or receive escalated cases from the various customer contact points, may these be from the call center, internal referrals, social media, reception complaints or from any internal source.
• Analyze, problem solve and address customer service cases expediently.
• Prepare case resolution and action plans to resolve customer cases or escalate the matter as needed.
• Directly communicate with customers and ensure a positive customer experience.
• Identify the appropriate process and coordinate with the respective departments involved in any customer case.
• To keep abreast with evolving policies and business knowledge
• Recommend process improvements to ensure customer satisfaction.
• Seize opportunities to upsell the St. Peter brand and encourage buying a plan.
• From time to time accept assignments other than tasks enumerated above.

Qualifications & Educational Requirements

• College Graduate
• Practical experience with help desk software or CRM software is an advantage.
• Practical experience in word processing and excel.
• Knowledgeable in customer service skills
• Ability to respond under pressure and utilize good judgement in attending to challenges.
• Willing to work irregular work hours.
• Good in written and verbal communications.