DE032902-Customer Service Associate

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Customer Service Associate

WORK SETUP: Return to Office

OVERALL PURPOSE:
The Customer Support Representative is responsible for providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. This role involves maintaining positive customer relationships.

RESPONSIBILITIES:

• The Customer Support Representative is responsible for providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. This role involves maintaining positive customer relationships and ensuring proper documentation, high quality and compliance, notification, escalation, tracking, and follow-up of all incidents focusing on customer contact rather than transaction processing.
• Provide high quality customer service support for resolution of customer problems, issues, requests, and queries received via call, web chat, social media, or email.
• Ensure proper use of tools and navigation, accurate and timely documentation, notification, escalation, tracking, transfer, and follow-up of all incidents.
• Follow authentication, quality, process, and compliance guidelines to meet regulatory and client expectations, as well as identify, and avoid fraudulent activities.
• Perform assigned skill sets and corresponding activities efficiently.
• Develop and maintain an understanding of customer Service Level Agreements (SLAs) and key performance requirements.
• Receive and apply coaching and feedback received to improve performance and meet key performance indicators.
• Support, record, handle, and resolve a variety of customer service issues through telephone, chat, or email interactions.
• Validate, investigate, and resolve issues accurately and within established guidelines, coordinating with the escalation path and following the transfer guidelines as needed.
• Exhibit positive call conversation behaviors and etiquette, a sense of urgency and empathy, high quality and compliance, product and service knowledge, attention to detail, and genuine concern for the customer.
• Maintain knowledge of customer-specific business environments, processes, and tools and participate in on-the-job and classroom training to develop product, industry, and professional skills.
• Promote and maintain a high level of professionalism, reliability, adaptability, integrity, ownership, ability to work in a fast-changing and high pressure environment, and work attitude through attendance, metric performance, and interaction with peers and management.
• Proactively assess areas opportunities to improve processes, and maintain and enhance positive relationships with clients, customers, and internal teams through excellent performance of accountabilities.

OTHERS:
Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Taguig, Uptown Bonifacio Tower 2

SKILL AND QUALIFICATIONS:

• Standard Voice Profile
• With at least 6 months of voice experience, no domain