Customer Care Operations Lead - Day Shift

Private Advertiser; Philippines; On-site; PHP 223,000 - 402,000; Full time

Job summary

Private Advertiser is seeking a customer service professional for a temporary onsite role at McKinley Hill, Taguig. The position handles voice calls and emails, processes contract creation, and aims to resolve customer issues with a high level of service.

You will follow QA guidelines, update records, stay updated on product knowledge, and escalate complex cases to the Team Leader as needed. A Diploma or degree and at least 3 years in a contact centre are preferred.

Qualifications

• Diploma or bachelor's degree or equivalent customer service background recommended.
• At least 3 years contact centre operations/call handling or email handling experience, preferably from a collections background with skip tracing.
• Excellent written and verbal communication skills.
• Keyboarding skills: type accurately and efficiently.
• Active listening and good comprehension skills.
• Phone and Email System — ability to log into and utilize the vendor phone and email system to meet SLAs.
• Tools and Desktop Systems — ability to use required email, database and other tools.
• Customer Service Skills — ability to meet and exceed customer satisfaction targets.
• Product Knowledge — understanding of the product being supported.
• Policy and Procedures — understanding of policies and escalation processes.
• Familiar with basic Excel operations.

Responsibilities

• Answer voice messages, make outbound calls, and respond to customer inquiries.
• Process contract creation and communicate resolutions to customers.
• Identify customer issues and provide available support options.
• Adhere to QA guidelines.
• Maintain professionalism and strong customer service orientation.
• Update records in the management database.
• Outline guidelines to customers per client procedures.
• Stay updated with product knowledge and technical skills.
• Elevate issues to Team Leader when needed.
• Ensure customers experience exceeds expectations.
• Create a positive impression on Canon when interacting with customers.
• Undertake ad hoc projects or assignments from Team Leader.
• Update records and verify information with external tools.
• Cross-train and handle other LOBs as assigned.

Skills

Communication skills

Customer service

Active listening

Typing / keyboarding

English proficiency

Education

Diploma or bachelor's degree or equivalent customer service background

Tools

Vendor phone system

Email system

Excel basics

Job description

Private Advertiser is seeking a customer service professional for a temporary onsite role at McKinley Hill, Taguig. The position handles voice calls and emails, processes contract creation, and aims to resolve customer issues with a high level of service.

You will follow QA guidelines, update records, stay updated on product knowledge, and escalate complex cases to the Team Leader as needed. A Diploma or degree and at least 3 years in a contact centre are preferred.