Chat Support Representative

ALORICA TELESERVICES, INC.; Quezon City; On-site; PHP 167,000 - 290,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking staff in the Philippines to provide customer care, telesales, credit and collections, or remote technical support.

The role involves handling inbound/outbound communications in English or other languages, using computerized systems to track information, and maintaining records per prescribed formats. Responsibilities include updating records, resolving inquiries with high-quality service, and collaborating with management to improve processes.

Qualifications

• Experience in customer care, telesales, credit and collections, or remote technical support.
• Ability to respond to inquiries and handle calls professionally.
• Commitment to confidentiality and data protection.
• Ability to work in a team and handle multiple tasks.

Responsibilities

• Answers and initiates real-time inbound and/or outbound voice and/or non-voice based services.
• Verifies and updates customer information and responds to queries.
• Provides prompt resolution with high-quality customer service standards.
• Accurately document and update records and databases.
• Performs data entry, updating records, invoices and claims; verifies information.
• Follow up to ensure customer satisfaction and maintain service levels.
• Understand programs, systems, and procedures needed to perform duties.
• Escalate customer complaints through the proper channel to management.

Skills

Interpersonal skills

Written communication

Oral communication

Confidentiality

Teamwork

Multitasking

Time management

Tools

Microsoft Office

Job description

Summary

Communicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience. Maintains and updates records and databases in accordance with prescribed formats and system requirements.

Essential Duties & Responsibilities

Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice based services.

Verifies and updates customer information, responds to queries and resolves issues.

Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards.

Accurately document and update records and databases in accordance with prescribed formats and required systems.

Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions.

Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations.

Understand all programs, systems, and procedures necessary to perform job effectively.

Where applicable, communicate with customer to resolve any account questions or inquiries.

Communicate feedback and progress to management.

Maintain diplomacy and tact when dealing with upset or escalated calls.

Escalate customer complaints and/or calls through the appropriate channel to management.

Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training.

Knowledge, understanding, and compliance with company policies and procedures.

Provide feedback to management concerning possible problems or areas of improvement.

Make recommendations to implement improved processes.

Perform other duties as assigned by management.

Knowledge, Skills, Abilities & Other Characteristics:

Ability to maintain the highest level of confidentiality.

Observe professionalism and integrity in handling calls.

Proficient personal computer skills, including Microsoft Office.

Excellent interpersonal, written, and oral communication skills.

Ability to work in a team fostered environment.

Ability to work in a multi-tasked environment.

Ability to prioritize and organize work.

Ability to adapt to a flexible schedule.