Customer Care Specialist (AU Telco Experience Required) - Pasig

Identify opportunities to upsell products and services and improve customer retention. Must have Australian Telco Experience

• Effective management of daily inbound and outbound calls, emails, chats and social media demand delivering to SLA every time
• Being a subject matter expert for all areas of our products and services
• Accurately logging and maintaining customer records
• Knowledge sharing with customers and colleagues to maximise self-help opportunities
• Ticket escalation and resolution management within SLA
• Constantly seeking to ensure our customers stay with us, supporting where possible, and escalating where needed to retain their business

General responsibilities:

• Effective management of emails, chats and social media enquiries
• Effective management of call demand – inbound and outbound
• Identify, assess, and resolve customer needs on a first call resolution basis
• Build and maintain quality relationships with customers through open and honest communication, building trust in our service
• Ensuring up to date product and system knowledge and maintaining this continuously
• Achieve and exceed personal and business KPIs
• Provide a measured and results focussed approach to customer complaints, ensuring SLAs achieved for resolution time
• Checking and creating activation codes and successful activations
• Accurately update systems with detailed notes on all customer interactions. Specifically, CRM and billing systems
• Management to conclusion of any queries escalated to other departments or 3rd parties
• Checking and processing refunds and credit notes
• Creation and processing of manual customer invoices
• Completing SAI allocations
• Reactivation of customer accounts following service suspension
• Always go the extra mile for our customers
• Always seek to prevent and minimise churn

• Strong written and spoken communication skills
• Ability to present written information in a structured and balanced way appropriate to the need of the reader
• Strong phone contact handling skills and active listening Experience
• Proven customer support experience or experience as a client service advisor within a Contact Centre environment
• Proven achievement of meeting or exceeding KPIs

• Familiarity with CRM systems and practices
• Personal attributes and other requirements
• Be a good team player within your department and the company
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively

This is a Work From Home role with intermittent in-office training in Ortigas. Open to people from Metro Manila.