Customer Care Rep

Alta Resources; Manila; Hybrid; PHP 260,000 - 380,000; Full time

Job summary

Alta Resources in Manila is seeking a Customer Care Representative to deliver professional, quality service across inbound/outbound calls, email, chat, letter, and social media. You will use a consultative approach to support existing and prospective customers and contribute to customer retention and loyalty.

Daily duties include troubleshooting issues, gathering information, updating CRM data, and identifying opportunities to upsell related products when appropriate.

Qualifications

• Two years of college or vocational training in Customer Care.
• At least six months call center experience.
• English proficiency required.
• Strong written and verbal communication.

Responsibilities

• Deliver professional customer service via phone, email, chat, and other channels.
• Troubleshoot issues and provide solutions with empathy.
• Maintain accurate records in CRM and client systems.
• Identify potential sales opportunities when appropriate.
• Meet performance metrics in a fast-paced team environment.

Skills

English proficiency

MS Office

Communication skills

Attention to detail

Team player

Problem solving

Organizational skills

Education

Two years of college or vocational training

Job description

Summary

The Customer Care Representative position provides professional, quality, and "best in class" service for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will involve work activities in many capacities including, but not limited to: inbound and/or outbound phone calls, email, chat, letter, fax, mail and sample fulfillment, data entry, surveys, validation of orders, and social media. Additional duties may include updating reports, assisting in the final testing of new surveys and processes, and some data analysis. This role is responsible to facilitate, analyze and resolve any customer issues, provide product support and/or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty.

Essential Duties & Responsibility

• Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.
• Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
• Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
• May identify potential sales opportunities with customers regarding their product needs, or up selling related products.
• Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management.
• Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed.
• Takes the initiative to obtain and consistently upgrade product knowledge.
• Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
• Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature.
• Report any training needs or system error/discrepancies to the supervisor.
• Complete other tasks as deemed appropriate by supervisor.
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

Qualifications

Education: At least two years of college required or completion of a vocational course, preferably in Customer Care.

Work Experience: At least six months of call center experience required. New graduates will be considered.

Additional Skills

• English proficiency required. Teams require varying levels of transactional and/or conversational English.
• Proficient with various software applications including Microsoft Word, Excel, PowerPoint, and Outlook and internet navigation.
• Excellent written and verbal communication skills.
• Ability to read and comprehend instructions, short correspondence, and memos in English.
• Exceptional listening skills are a must.
• This individual must also possess a high level of problem-solving skills, strong interpersonal and oral communication skills, and strong organizational skills with excellent attention to detail.
• Must be highly self-motivated and directed with the ability to prioritize and execute tasks as well as the ability and comfort in working in a fast paced environment.
• Must also have the ability to work in a team environment and be a team player.