Customer Service Specialist

Job Description

Job Overview

We are looking for customer service representatives that will act as a liaison, provide product/ Service information, and resolve any emerging problems that our customer accounts might face with accuracy

and efficiency. Successful CSR's are patient, empathetic, and passionately communicative. Everyday customer service representatives will put themselves in their customer's shoes and advocate for them when necessary. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Job Role & Responsibilities.

Deliver excellent customer service, responding to a variety of calls and emails from the US mortgage servicing industry

Use knowledge obtained in training to locate answers in a knowledge database to respond to customer's mortgage related requests

Identify and assess customers needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Reach personal, team, and contact center performance targets

Take ownership of all customer inquiries and proactively follow through to ensure resolution

Keep records of customer interactions, process customer accounts, and document appropriately

Navigate multiple computer systems and applications, and utilize search tools to provide information to customers

Follow communication procedures, guidelines, and policies.

Qualifications & Experience

SHS Graduate ,College graduates, college undergraduates, or associate degree graduates

Must have at least 6-12 months of work experience in BPO industry (BFSI industry a plus)

Experience handling voice (inbound or outbound) calls (Banking/Finance industry a plus)

Work onsite in Cebu City

Excellent attention to detail

Strong verbal and written English communication skills

Basic computer navigation skills