Member Services Associate / Customer Service Representative - Manila

• Field inbound calls and assigned to the phone queue.
• Provide top-notch, friendly, and knowledgeable service to subscribers and potential subscribers. Handle all customer interactions professionally, respectfully, patiently, and cooperatively.
• Consistently use a friendly and warm tone with callers.
• Maintain a high-level knowledge of products, campaigns, and promotions so as to engage in productive conversations with subscribers/potential subscribers. This involves reviewing manager/publisher/marketing communications, studying and reviewing notes, and staying intimately familiar with the website layout and content.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment.
• Protect the security and confidentiality of customer credit information.
• Answer customer e-mail inquiries as assigned and do so with professionalism and a writing style that represents the Company in a positive light.
• Make active efforts to generate sales to current or potential new subscribers during assigned calls by using best practices and offering information.
• Take appropriate measures to prevent cancellations or downgrading of subscriptions by offering information.
• Maintain company standards concerning service levels, call volume, and related sales/savings goals.
• Engage the manager's support for complex questions and concerns that arise.
• Exercise patience and a supportive approach during hostile or tense customer interactions. Escalate to managers as appropriate.
• Consistently report to work as scheduled and on time as a matter of routine. Reliability is key to maintaining our staffing levels.
• Work collaboratively with colleagues as part of a large contact center team.
• Adhere to company policies and established customer service procedures at all

times.

• Previous customer service experience in a subscription-based business model preferred
• High degree of professionalism and the ability to thrive in a fast-paced environment
• Exceptional oral and written communication skills
• Strong attention to detail
• Strong organizational skills
• Previous experience with CRM software, Salesforce, is preferred
• Able to exercise sound judgement and provide customer service in high-pressure situations
• Ability to answer a high volume of customer calls and e-mails as assigned
• A basic understanding of finance and investing is preferred, while having a genuine interest in finance and investments is required.
• Ability to build rapport with customers and co-workers
• Ability to learn the company’s product offerings through training and present options to customers when appropriate
• Fluency in the English language