Customer Service Representative

ALORICA TELESERVICES, INC.; Quezon City; On-site; PHP 223,000 - 446,000; Full time

Job summary

ALORICA TELESERVICES, INC. seeks a customer care specialist to handle inbound and outbound voice and non-voice communications in English or other languages as required.

You will use computerized systems to track, gather information, and troubleshoot to ensure a high-quality customer experience, while maintaining and updating records per prescribed formats. You will verify customer data, respond to queries, and resolve issues with prompt, accurate information.

Qualifications

• Handles inbound/outbound voice and non-voice support with high service quality.
• Maintains records and updates databases per prescribed formats.
• Demonstrates professionalism and confidentiality in calls.

Responsibilities

• Answers and initiates real-time inbound/outbound voice and non-voice services.
• Verifies and updates customer information and responds to queries.
• Documents records accurately and uses systems to close transactions.
• Escalates issues and provides feedback to management as needed.
• Maintains diplomacy with upset or escalated calls and adheres to procedures.

Skills

Excellent communication

Teamwork

Multitasking

Flexibility

Confidentiality

Interpersonal skills

Tools

Microsoft Office

Job description

Communicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience. Maintains and updates records and databases in accordance with prescribed formats and system requirements.

Essential Duties & Responsibilities

• Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice based services.
• Verifies and updates customer information, responds to queries and resolves issues.
• Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards.
• Accurately document and update records and databases in accordance with prescribed formats and required systems.
• Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions.
• Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations.
• Understand all programs, systems, and procedures necessary to perform job effectively.
• Where applicable, communicate with customer to resolve any account questions or inquiries.
• Communicate feedback and progress to management.
• Maintain diplomacy and tact when dealing with upset or escalated calls.
• Escalate customer complaints and/or calls through the appropriate channel to management.
• Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training.
• Knowledge, understanding, and compliance with company policies and procedures.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.
• Perform other duties as assigned by management.

Knowledge, Skills, Abilities & Other Characteristics:

• Ability to maintain the highest level of confidentiality.
• Observe professionalism and integrity in handling calls.
• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team fostered environment.
• Ability to work in a multi-tasked environment.
• Ability to prioritize and organize work.
• Ability to adapt to a flexible schedule.