Customer Service Representative Cagayan de Oro

Qualfon Philippines, Inc.; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking a customer service associate to handle calls, emails and chats to assist customers and resolve issues. You will document interactions accurately and follow client guidelines and PCI standards.

Join a team focused on delivering positive experiences, maintain professionalism, and participate in trainings to stay updated on products and services. Strong communication and problem-solving skills are essential.

Qualifications

• At least Sr. High School graduate (or high school diploma).
• Good English communication skills (verbal and written).
• Basic knowledge in computer navigation and MS Office.
• Strong interpersonal and relationship-building skills.

Responsibilities

• Handle calls, emails, and chats to resolve customer issues.
• Determine cause of problems and explain resolutions to customers.
• Provide accurate documentation of all customer interactions.
• Follow client guidelines and PCI data-handling requirements.
• Maintain professionalism and build positive customer relationships.
• Participate in upskill trainings and adhere to schedules.

Skills

Effective communication skills

Computer navigation skills

Customer service orientation

Active listening skills

Problem solving skills

Technology skills

Education

Senior High School graduate

Tools

MS Office

Job description

OVERVIEW

About the Company

At Qualfon, we are focused on delivering engaging interactions and positive experiences that leavea lasting impression. When you work here, you have the power to make each person’s life better.

Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating anever-growingnumber of job opportunities as we strive to become the partner of choice for our clients.

RESPONSIBILITIES

Job Summary

Mainobjectivesand duties:

1.Call/Email/Chat Handling

• Resolveproduct or service problems by accurately understanding the customer’sissues.

• Determinethe cause of the problem, selecting the best solution to the problem and explaining to the customer the resolution

• Answer product and/or service questions or concerns

• Troubleshoot technical issues using all available tools

• Process customer orders andpurchaseof products and services

• Escalate toappropriate departmentstoexpediteresolution of customer’s issue

• Provide exceptional customer service experience

Complete Documentation

• Create or update customer information in the client database during and after each call

• Createaccuraterecordsof every customer transaction or interaction accurately,timelyand professionally.

• Update customer information following the established client guidelines

• Comply to client and PCI guidelines in handling customer information

3.Adherence toestablishedinternal and client guidelines

• Maintaina high levelof professionalism when dealing with customers and clients

• Establish positive relationship with every customer

• Follow established weekly work schedules

• Providetimelyfeedback to noticeable patterns of customer concerns

Career Path and other account trainings

• Attendupskill trainings to enhance skills applicable to tier level

• Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures

• Be receptive on any changes in company and client policies

5. PerformanceResults

• Adheres to operation/tier level performance goals

• Meets minimum goalon performance scorecard

• Adheres to client Zero Tolerance Policy (ZTP)

• Zero findings on client audits

QUALIFICATIONS

Minimum Qualifications

• At least Sr. High School graduate (or high school graduate in old curriculum),vocational degree of any course, or its equivalent

• Good English communication skills (verbal and written)

• Basic knowledge in computer navigation and MS Office applications

• Strong interpersonal and relationship-building skills

Skills Required

Prior work experience is notnecessary,but formal training is needed to enable the job incumbent to perform the job satisfactorily.

• Effective communication skills

• Computer navigation skills

• Customer service orientation

• Active listening Skills

• Problem solving Skills

• Technology skills (job-related technical skills)

Additional Information

EQUAL OPPORTUNITY STATEMENT: QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as covered veteran, uniformed servicemember status, and any other characteristics protected under applicable federal, state or local law.