Customer Care Representative

TTEC; Cainta; On-site; PHP 167,000 - 234,000; Full time

Job summary

Percepta is seeking a Customer Care Outbound Agent in Cainta, PH, to contact consumers about recalls and assist with scheduling repairs. You will learn the full call handling process, meet service levels, and contribute to program performance with excellent service.

Responsibilities include handling inquiries, identifying affected vehicles, communicating clearly, and coordinating with dealerships. At least a high school diploma and 6 months of customer service experience are preferred, with

Qualifications

• High school diploma required.
• 6 months customer service experience preferred.
• Experience or interest in working with technology preferred.
• Experience with customer contact systems preferred.

Responsibilities

• Contact consumers to provide recall information and schedule repairs.
• Handle inquiries and resolve issues with professionalism and efficiency.
• Log all customer interactions for accurate history.
• Support dealerships and customers and escalate when needed.

Skills

Adaptability

CRM skills

Typing speed

Troubleshooting

Communication

Customer service

Technology affinity

Education

High school diploma

Tools

CRM software

Job description

At Percepta, we bring first-class service across each market we support. As a CRC Recall in Cainta, PH you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Customer Care Outbound Agent works under the direct supervision of the Team Leader and is responsible for contacting consumers to provide information about recalls pertaining to their vehicle and provide assistance in scheduling repairs.The Customer Care Outbound Agent will learn and execute the complete call handling process, meet expected customer service levels, and support business performance goals of the program by providing an excellent customer service experience.

During a Typical Day, You’ll

• Promptly processes and resolve customer inquiries, concerns or technical questions pertaining to a recall, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Identify affected vehicles based on provided criteria in specified geographic locations utilizing online resources.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns.
• Understand use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
• Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
• Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.
• Ensure that all customer contacts are properly logged to allow for an accurate historical view of customer’s contacts; manage follow-up log and audit documentation of customer files.
• Use additional resources and escalation points, including: Repair history, Recall Letters, Dealer Bulletins, and call history log to find solutions for basic to intermediate level issues.
• Follow-up with the customer if required, to ensure the full resolution of the problem.
• Provides outbound support to dealerships and customers in an effort to resolve vehicle owner concerns, issues and to support special projects.
• Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise.
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Provides recommendations to Team Leader regarding the resolution of recurring problems. Assists in formulation of problem-solving techniques for newly discovered issues.
• Maintain exceptional product knowledge as it relates to technical support.Remains knowledgeable of product and service offerings, current industry products and technologies.
• Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Handle additional projects and assignments as directed.

What You Bring to the Role

Education

• High school diploma required

Experience

• 6 months Customer Service experience preferred
• Previous experience supporting customers through phone and chat preferred
• Experience or interest in working with technology is preferred
• Experience with customer contact systems

Skills

• Adaptability and flexibility to work within different channels within the program as needed
• Solid computer skills, internet savvy, and experience using CRM software
• Ability to type and speak at the same time
• Strong problem solving, troubleshooting experience, resolving technical problems from start to finish
• Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization
• Experience working in the automotive or wireless telecommunications industry is an asset
• Strong customer service skills
• Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology
• Ability to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customers
• Ability to learn quickly and eagerness to learn new techniques and skills
• Highly organized, detail oriented, and able to thrive in a fast paced, changing environment
• Strong team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

Other

• Must be able to interact with all internal and external departments and contacts
• Must represent Percepta professionally with all clients and external organizations and contacts

Hours of Operation

Monday – Friday, 8:00am to 9:30pm

Saturday, 9:00am to 5:30pm

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service

to be treated like you are the customer from day one

Teamwork

belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions.

Respect

a team that is accountable, dependable and gives you their full attention.

Proactive

to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career

Growth – lots of learning opportunities for aspiring minds

Diversity

be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation

we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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