CCA3 - Customer Services Representative - 22.01

Magellan Solutions; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Magellan Solutions in the Philippines is hiring a Customer Services Representative to perform customer service and retention for client accounts. You will support customers by phone, email and chat, handling inquiries, refunds, affiliations and subscriptions across different platforms.

Key competencies include excellent written and spoken communication, patience, resilience with irate customers, and the ability to prioritize. BPO experience and retention campaign familiarity are a plus.

Qualifications

• Excellent written and oral communication skills.
• Ability to handle irate customers with patience.
• Experience in retention campaigns is an advantage.

Responsibilities

• Provide customer service and retention for client accounts.
• Handle inquiries, refunds, affiliations and subscriptions via phone, email and chat.
• Process orders and manage multiple platforms across campaigns.

Skills

Excellent communication

Conversational

Patience

Withstand irate customers

BPO experience

Good typing

Job description

CCA3 - Customer Services Representative - 22.01

About the job CCA3 - Customer Services Representative - 22.01

BASIC FUNCTIONS:

• Agents are to perform customer service and retention for the customers of their clients.
• The retention service is to avoid costly refunds and chargebacks by offering discounts or other promotions to customers who are planning to return or stop using the product/s.
• Phone/Email and Chat support is needed.
• Handle customer Inquiry, refund, affiliation, subscriptions in different platforms of different stores in the campaign.

KEY RESULT AREAS:

• QA
• Occupancy
• AHT
• 22 emails per hour

COMPETENCIES NEEDED:

• Excellent written and oral communication skills
• Conversational
• Strong willed
• Can withstand irate customers
• High level of patience
• With BPO experience

QUALIFICATIONS:

• With customer service experience Keen attention to details
• Good communication, analytical, and organizational skills
• Must be able to prioritize and complete all job duty requirements
• Good Typing Skills
• Willing to work in any schedule
• Resourceful and passionate about people
• Having experience with retention campaign is an advantage
• Should be able to handle enraged customers
• Having email and chat experience is a must