Call center agent

Job Description

• Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.
• Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
• Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
• May identify potential sales opportunities with customers regarding their product needs, or up selling related products.
• Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management.
• Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed.
• Takes the initiative to obtain and consistently upgrade product knowledge.
• Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
• Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature.
• Report any training needs or system error/discrepancies to the supervisor.
• Complete other tasks as deemed appropriate by supervisor.
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

• At least two years of college required or completion of a vocational course, preferably in Customer Care.
• At least six months of call center experience required. New graduates will be considered.
• Experience in reading and comprehending instructions, correspondence, and memos in French.
• Experience in translating documents/correspondence using French.
• For Foreign National (without PH Residency Status): Must have a visa to stay in the Philippines. Must have the necessary working permit to legally work in PH; or must be willing to process his/her working permit and 47a2 Visa.
• English proficiency required. Teams require varying levels of transactional and/or conversational English.
• Proficient with various software applications including Microsoft Word, Excel, PowerPoint, and Outlook and internet navigation.
• Excellent written and verbal communication skills.
• Ability to read and comprehend instructions, short correspondence, and memos in English.
• Exceptional listening skills are a must.
• This individual must also possess a high level of problem-solving skills, strong interpersonal and oral communication skills, and strong organizational skills with excellent attention to detail.
• Must be highly self-motivated and directed with the ability to prioritize and execute tasks as well as the ability and comfort in working in a fast paced environment.
• Must also have the ability to work in a team environment and be a team player.

Work location

CITY OF PASIG, NCR, SECOND DISTRICT

Remarks

No additional remarks

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