Customer Experience Agent - Makati

Alorica; Makati; On-site; PHP 223,200 - 334,800; Full time

Job summary

A global leader in customer service seeks a candidate for a phone support role in Makati, Philippines. The ideal candidate will provide customer service support by responding to client inquiries and resolving issues under supervision. Applicants must possess a High School Diploma or GED, relevant customer service experience, and familiarity with Microsoft applications. Strong communication skills and the ability to handle customer needs are essential. This role offers a supportive environment and a chance to make a positive impact on customer experiences.

Qualifications

• High School Diploma or GED required; graduation from a college with an Associate’s degree preferred.
• Customer service experience is necessary.
• May require client specific bilingual language requirement.

Responsibilities

• Responds to requests and calls from customers related to client specific programs.
• Identifies and responds to customer’s needs based on designated procedures.
• Makes attempts to resolve issues and deescalate problems.

Skills

Customer service skills

Excellent oral and written communication skills

Strong interpersonal skills

Ability to use phone and computer systems

Knowledge of product/procedures

Education

High School Diploma or GED

Associate’s degree (preferred)

Tools

Microsoft Windows

Microsoft Word

Microsoft Excel

Job description

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Performs routine customer service phone support to client specific needs. Work is performed under regular supervision.

Qualifications

JOB REQUIREMENTS

Minimum Education and Experience:

• High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
• Customer service experience
• Phone related customer service
• Familiarity with Microsoft Windows, Word, and Excel applications
• May require client specific bilingual language requirement, as necessary

Knowledge, Skills and Abilities:

• Knowledge of product/procedures
• Ability to use phone and computer systems
• Customer service skills
• Strong interpersonal skills
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Patience/empathetic
• Mental Acuity
• Conversational
• Confident/Assertive
• Demonstrate a positive attitude

Work Environment:

• Constant work performed in a climate controlled, call‑center environment
• Constant usage of phone and computer systems

Physical Demands:

• Constant sedentary work

ABOUT ALORICA

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment‑related decisions based exclusively on job‑related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

Responsibilities

JOB RESPONSIBILITIES

• Responds to requests and calls from customers related to client specific programs and products
• Identifies and responds to customer’s needs based on designated procedures of account/client
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call related information of each call received for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues

OTHER RELATED DUTIES

• Escalates calls to supervisor when necessary and appropriate
• Maintains and updates customer information as necessary
• Provides support and assistance as needed
• Up-sells to customer upgrades as necessary
• May perform other client specific duties as necessary and required by program/account
• Other duties as assigned