Customer Service Agent Level 1

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Customer Service Agent Level 1

Mandaluyong, Metro Manila

Reporting to: Team Leader

We’re an award-winning global outsourcer providing contact center and back office services. As an agent for Customer Service, you will be required to provide a level of outstanding and unique service for our valued customers.

A SNAPSHOT OF YOUR ROLE

• Understand customers’ needs and expectations whilst providing each customer with a personalized experience
• Answer customer inquiries and transfer calls to the appropriate department as necessary
• Ensure customer satisfaction by providing exceptional customer service
• Impact the company’s bottom line by resolving problems at first point and turning frustrated clients into repeat customers
• Contribute innovative ideas in the improvement of the customer journey
• Ensure quality and standards, policies and procedures are maintained at all times
• Perform other related duties as assigned by management
• Championing team culture-based initiatives such as the campaigns way
• Ensure complaints are resolved at their level with proper resolutions provided
• Adjust the level of support in accordance with the business needs
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Ensure all processes are performed as per procedure
  
  

• Excellent in customer service.
• With excellent English communication, listening and organizational skills.
• Results oriented, self-directed, proactive.
• Able to adjust quickly to changing priorities and conditions in the work environment.
• Flexible schedule availability as per business requirements
• A solutions provider with a “CAN DO” attitude
• Good organizational skills and the ability to multitask and prioritize o Balanced decision-making
• Strong analytical and problem-solving skills
• Ability to effectively interact with staff at all levels of the organization
• Must be able to recognize opportunities for improvement of process and practices
• Ability to pro-actively offer ideas and solutions to issues affecting team performance o Excellent verbal and written communication skills
• Strong complaint handling, negotiation and conflict resolution skills preventing cancellations, ICOF disputes and TIO
  
  

• High customer satisfaction.
• Achievement of team’s pre-defined KPIs and SLAs.
• Excellent feedback from customers.
  
  

• Collaboration
• Impact
• Passion
• Transparency