Email/Chat Support Representatives

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Requisition ID: JID_34507_13404
Job Category: Call Center
Location: Philippines-Centris-Quezon City
Posted Date: 8/2/2017 7:09:58 AM

What you’ll be doing

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Resolves customer questions, complaints, and requests.
  • Provides pricing and delivery information, and processes orders.
  • Record and verify names, addresses, purchases, and specific feedback of customers to maintain an accurate customer list.
  • Enter all data into computer.
  • Educate and/or sell the client's product or service to the customer.
  • Receives and handles routine in-bound customer telephone calls.
  • Greets customers and introduces him/herself to establish rapport.
  • Obtains and enters relevant customer information (e.g. name and account access information).
  • Listens to customers' explanation to gain a general understanding of the reason for their call.
  • Asks customers questions to determine the specific purpose of their call.
  • Uses available computer system and/or on-line application to access information needed to assist customers.
  • Determines a course of action based on available information to resolve customer issue.
  • Refers customers to appropriate party if required to resolve their issue.
  • Informs customers of the action(s) taken to bring closure to their call.
  • Takes steps to ensure customers are satisfied with the action taken to bring closure to the call and asks for additional service requests.
  • Resolve basic customer questions, complaints, and requests.
  • Follows up as required after calls to execute agreed upon actions.
  • Documents the pertinent facts surrounding customer call in computer system to maintain accurate account history.
  • Assist other team members and supervisor as needed
  • May be required to work overtime to support the needs of business

Qualifications

Who we’re looking for

The best fit for this job is someone who:

  • Has at least completed Sophomore year in college, a certificate holder of at least a 2-year Vocational Course, Associate Degree, or equivalent
  • Has experience in customer service (preferred)
  • Is skilled with MS Office software and functions
  • Has typing and data entry skills
  • Has excellent verbal/written communication skills and can problem-solve
  • Can multi-task and deal with pressure at work
  • Has a professional telephone manner and is energetic, articulate and service-oriented
  • Expresses great people skills, including empathy, courtesy and respect
  • Can work a variety of rotational shifts/days off, which may include some holidays, weekends and overtime
  • Can grasp new concepts, understand new systems and quickly master key elements within a training period
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