AGENT, CSR (Cagayan De Oro, Cagayan De Oro, PH) Full Time

Main objectives and duties:

1. Call Handling.

• 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

2. Complete Documentation

• 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

3. Adherence to established internal and client guidelines.

• 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

4. Career Path and other account trainings.

• 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

5.  Performance Results (Minimum of 70%).

• 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

Prior work experience is not necessary but formal orientation is needed to enable the job incumbent to perform the job satisfactorily.

• Listening Skills
• Analytical Skill
• Problem-Solving Skills
• Communication
• Technology Skills (job-related technical skills)
• Customer Service
• Service Mentality
• Conflict Resolution