Associate

Firstsource; Taguig; On-site; PHP 335,000 - 446,000; Full time

Job summary

Firstsource in Taguig is seeking an Associate to join our customer-focused team at Science Hub Tower. You will handle inquiries via phone, email, and chat, resolve issues, and maintain strong product knowledge to deliver exceptional service.

The role emphasizes efficient documentation, collaboration with other departments, and ongoing training to enhance service quality and customer satisfaction. Flexibility for evenings/weekends may be required.

Qualifications

• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a proactive approach to customer issues.
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Proficiency in using customer service software and tools.
• Strong interpersonal skills with the ability to build rapport with customers.

Responsibilities

• Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring a positive customer experience.
• Communicate effectively with customers via phone, email, and chat to understand their needs and provide appropriate solutions.
• Maintain a thorough understanding of products and services to assist customers effectively.
• Document customer interactions and feedback accurately in the system for future reference.
• Collaborate with team members and other departments to enhance service delivery and improve processes.
• Participate in training sessions and workshops to continuously improve customer service skills and product knowledge.
• Adhere to company policies and procedures while maintaining a high level of professionalism.
• Assist in identifying areas for improvement in customer service processes and suggest actionable solutions.

Skills

Customer service experience

Verbal communication

Written communication

Problem solving

Attention to detail

CRM software

Interpersonal skills

Education

Bachelor's degree preferred

Tools

CRM systems

Microsoft Office

Job description

Job Description:

Job Title: Associate (Associate)

Location: Science Hub Tower, Taguig (Volume)

Job Summary:

We are seeking a dedicated and customer-focused Associate to join our dynamic team at Science Hub Tower, Taguig. The ideal candidate will possess strong customer service knowledge and a passion for delivering exceptional service to our clients. As an Associate, you will play a crucial role in ensuring customer satisfaction and fostering positive relationships with our clients.

Responsibilities:

• Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring a positive customer experience.
• Communicate effectively with customers via phone, email, and chat to understand their needs and provide appropriate solutions.
• Maintain a thorough understanding of our products and services to assist customers effectively.
• Document customer interactions and feedback accurately in the system for future reference.
• Collaborate with team members and other departments to enhance service delivery and improve processes.
• Participate in training sessions and workshops to continuously improve customer service skills and product knowledge.
• Adhere to company policies and procedures while maintaining a high level of professionalism.
• Assist in identifying areas for improvement in customer service processes and suggest actionable solutions.

Mandatory Skills:

• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a proactive approach to customer issues.
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Proficiency in using customer service software and tools.
• Strong interpersonal skills with the ability to build rapport with customers.

Preferred Skills:

• Experience in a BPO, KPO, or Call Centre environment.
• Familiarity with CRM systems and practices.
• Ability to handle difficult customer interactions with empathy and professionalism.
• Knowledge of industry trends and best practices in customer service.

Qualifications:

• Bachelors degree in Business Administration, Communications, or a related field is preferred.
• Minimum of 1-2 years of experience in customer service or a similar role.
• Strong computer skills, including proficiency in Microsoft Office Suite.
• Willingness to work flexible hours, including evenings and weekends if necessary.

If you are passionate about customer service and are looking for an opportunity to grow your career in a supportive environment, we encourage you to apply for the Associate position at Science Hub Tower, Taguig.