ANALYST - CUSTOMER SERVICE

eClerx; Muntinlupa; On-site; PHP 279,000 - 334,800; Full time

Job summary

A leading BPO company in the Philippines is looking for call center agents. Responsibilities include managing calls and emails from clients, building trust through communication, and ensuring client eligibility according to requirements. Ideal candidates are at least high school graduates with call center experience or college graduates. Fresh graduates are welcome. This position requires excellent problem-solving skills and the ability to meet KPIs.

Qualifications

• At least high school graduate with 1-2 years call center experience.
• Two years of college with 6 months to 1 year BPO experience.
• Fresh college graduates are also accepted.

Responsibilities

• Manage client, vendor, and partner inquiries through calls and emails.
• Build trust through open communication.
• Ensure eligibility according to requirements.
• Provide accurate information using appropriate tools.
• Meet KPIs of the assigned Line of Business.
• Handle complaints and provide timely solutions.
• Follow established communication procedures.
• Document and improve quality results.

Skills

Outbound and inbound communication skills

Relationship building

Problem-solving

Customer engagement

Education

High school graduate

Completed 2 years of college

College graduate

Job description

Responsibilities

• Manage both outbound and inbound calls, emails or inquiries of clients, vendors and partners of the assigned Line of Business.
• Build sustainable relationship of trust through open and interactive communications.
• Determine Eligibility of client information to requirements.
• Provides accurate, valid and complete information by using the right methods and tools.
• Meet KPIs standard of the assigned Line of Business.
• Handle complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutions.
• Follow communication procedure, guidelines and policies.
• Take extra mile to engage the customers.
• Document, maintain and improves quality results and educating the customers and create awareness.
• Perform other duties which may be required by management from time to time.

Skills and Qualifications

• At least a high school graduate: Minimum of 1-2 years of call center experience.
• If finished at least two years of college: Must have at least 6 months to 1 year of work experience preferably in BPO or call center environment.
• For college graduates: fresh graduates even without work experience is acceptable.