Customer Service Representative (Chat, Email, Voice)
Reed Elsevier Iloilo Full-time
The Customer Support Representative (chat, email, voice account) provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively.
Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines.
Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience.
Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines.
Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience.
Has working knowledge and skills.
Responsibilities:
- Respond promptly to customer inquiries via phone, email and/or chat.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Diagnose and troubleshoot customer issues effectively.
- Escalate unresolved issues to appropriate internal teams (e.g., CXC’s, CA’s, AM’s) when necessary.
- Maintain detailed records of customer interactions via OSVC
- Stay updated on product knowledge and company policies
- Educate customers on new products and services
- Participate in training sessions to enhance and refresh product knowledge
- Follow communication procedures, guidelines, and policies
- Contribute to team efforts by accomplishing related results as needed
- Identify and suggest possible improvements on procedures
- Adhere to and ensure compliance with company policies, procedures, and legal guidelines
- Protect customer information confidentiality and ensure data privacy.
Qualifications:
- Preferably Bachelor’s degree or equivalent in any field, or at least 2 years completed college (with no back subjects/incomplete units)
- At least 2 years of BPO experience (experience with voice, emails/chat) is preferred.
- Above average to Excellent communication skills
- Email correspondence experience and business writing skills is a plus.
- Demonstrated knowledge and proficiency in Microsoft office applications.
- Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
- No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary.
- Open to fresh graduates with good written and communication skills
- Amenable to work in REPH Iloilo site
- Competitive salary with annual increase and incentive
- Career Development Programs
- 24 Paid Time-offs annually, 30 Paid Time-offs on the 5th year
- Comprehensive HMO for you and up to 4 Dependents
- Day 1 HMO and Life and Accident Insurance
- Flexible Retirement Plan
- Hybrid Work Set up. IT equipment will be provided.
For your convenience, our entire recruitment process is done 100% virtually.
Gratitude IncIloilo
HIRING NA for TELCO ACCOUNT! FRESH GRADS & NEWBIES — PWEDE PWEDE! Looking for a stable job sa BPO industry?
Eto na ang chance mo to work for a top telecom account kahit wala ka pang experience! Position: Customer Service Representative – Telecom...
TTEC Customer Care Management Philippines IncBacolod, 42 km from Iloilo
Job Description
Your potential has a place here with TTEC's award-winning employment experience. As a Healthcare Customer Service Representative working onsite in Bacolod, you'll be a part of bringing humanity to business. #experienceTTEC
Our...
JustPressOne, Inc.Philippines
This a Full Remote job, the offer is available from: Philippines
We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders and modifications and escalate complaints across...