Customer Experience Associate III – Korean Bilingual

Jobtailor; Philippines; On-site; PHP 246,000 - 357,000; Full time

Job summary

Jobtailor is seeking a dedicated customer service professional to assess calls, follow up as needed, and ensure client resolution. You will refer to case notes to identify needs and apply established scripts while meeting SLAs.

Responsibilities include end-to-end resolution, empathetic communication, and updating the database as you escalate issues when necessary. A background in call center operations and licensing where relevant is preferred.

Qualifications

• Vocational training or equivalent experience required
• Skills applied to analytical or operational processes
• Maintains licenses, training, and certifications
• Applies experience and skills to complete assigned work
• Works within established procedures and practices
• Establishes the appropriate approach for new assignments
• Works with a limited degree of supervision
• Has developed skillset in a range of processes, procedures, and systems
• Supports to achieve company goals by helping teams to integrate and work together

Responsibilities

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines while under supervision, to meet SLAs.
• Provides customers with information that is specialized.
• Communicates in a warm and empathetic manner.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints or concerns.
• Explains company policies to customers.
• Responsible for the end-to-end resolution of customer issues.
• Performs other duties as assigned.
• Complies with all policies and standards.

Skills

Customer Service

Issue Resolution

Analytical Skills

Communication Skills

Operational Processes

Education

Vocational Training

Licensures

Job description

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.


• Identifies customer needs by referring to case notes and examining each as a specific case.


• Performs routine call center activities concerning business products and services.


• Uses standard scripts and established guidelines while under supervision, to meet SLAs.


• Provides customers with information that is specialized.


• Communicates in a warm and empathetic manner.


• Gathers all necessary information to update the database.


• Escalates issues to senior levels, based on complaints or concerns.


• Explains company policies to customers.


• Responsible for the end-to-end resolution of customer issues.


• Performs other duties as assigned.


• Complies with all policies and standards.

Requirements

• In some areas, requires vocational training, certifications, licensures, or equivalent experience.


• Expands skills within an analytical or operational process.


• Maintains appropriate licenses, training, and certifications.


• Applies experience and skills to complete assigned work.


• Works within established procedures and practices.


• Establishes the appropriate approach for new assignments.


• Works with a limited degree of supervision.


• Has developed skillset in a range of processes, procedures, and systems.


• Supports to achieve company goals by helping teams to integrate and work together.

Core Competencies

Demonstrates strong customer service skills by effectively assessing and resolving client issues while adhering to company policies and procedures. Capable of working independently with a focus on operational processes and team integration.

Highest-signal resume keywords

• Customer Service


• Issue Resolution


• Analytical Skills


• Communication Skills


• Operational Processes

Soft Skills

• Empathy


• Warm Communication

Certifications & Qualifications

• Vocational Training


• Licensures

Industry Keywords

• Call Center Activities


• SLA Compliance


• Case Notes


• Company Policies


• Database Management