Customer Experience Agent - Marikina

Buscojobs; Metro Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading customer service provider in Metro Manila seeks a Customer Service Representative to perform routine phone support tailored to client needs. Responsibilities include handling customer requests, issue resolution, and information tracking. Ideal candidates should have a high school diploma and customer service experience, with strong communication and interpersonal skills. This role occurs in a climate-controlled, call-center environment.

Qualifications

• Customer service experience required.
• Experience with phone-related customer service.
• Familiarity with Microsoft Windows, Word, and Excel applications.

Responsibilities

• Respond to requests and calls from customers.
• Identify and respond to customers' needs.
• Resolve issues and deescalate client dissatisfaction.
• Escalate calls to supervisor when necessary.
• Track call related information for auditing.

Skills

Customer service skills

Strong interpersonal skills

Excellent oral and written communication skills

Patience/empathetic

Ability to stay composed and objective

Education

High School Diploma or GED

Associate’s degree preferred

Tools

Microsoft Windows

Microsoft Word

Microsoft Excel

Job description

JOB SUMMARY

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

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

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

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.