Customer Service Representative

ALORICA TELESERVICES, INC.; Quezon City; On-site; PHP 335,000 - 558,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking a customer service professional to support inbound/outbound voice and non-voice interactions in English and other languages where applicable.

The role emphasizes accurate data handling, prompt issue resolution, and maintaining high customer satisfaction across various programs and platforms. The ideal candidate will have excellent communication skills, strong computer proficiency, and the ability to multitask in a fast-paced environment while maintaining

Qualifications

• Excellent interpersonal, written, and oral communication skills.
• Proficient PC skills, including Microsoft Office.
• Ability to work in a team and in a multi-tasked environment.
• Adaptability to a flexible schedule.

Responsibilities

• Answer and initiate real-time inbound and/or outbound voice and non-voice services.
• Verify and update customer information, respond to queries and resolve issues.
• Provide prompt resolution to customer inquiries with high-quality service.
• Document and update records and databases as required.
• Escalate customer complaints through the proper channels.

Skills

Excellent interpersonal communication

Written and oral communication

Microsoft Office proficiency

Teamwork

Tools

Microsoft Office Suite

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.