Customer Service Representative - (Collections/Fraud Prevention)

CBE Companies PH Inc; Taguig; Vor Ort; PHP 279.000 - 446.000; Vollzeit

Zusammenfassung

CBE Companies PH Inc is seeking a Customer Service Representative focused on collections and fraud prevention in Metro Manila. The role involves handling inbound and outbound calls to address potentially fraudulent activity while maintaining a positive customer experience.

You will navigate multiple systems to document interactions and help resolve issues, with a flexible schedule including weekends/holidays if required.

Qualifikationen

• High School Diploma or its equivalent.
• 0-1 year of call center collections, fraud prevention, customer service, or telemarketing experience preferred.
• Proficiently communicate verbally and in writing with customers using English.
• Problem solving skills to identify root causes and recommend solutions.
• Excellent verbal and written communication skills.

Aufgaben

• Reduce fraud losses while focusing on customer experience and protection.
• Analyze account processes and transactions to identify undetected frauds and correlated activities.
• Review, identify, and deter fraudulent activity.
• Look for trends to identify good vs. fraudulent orders.
• Receive inbound calls and make outbound calls related to potentially fraudulent activities.
• Analyze information via internal and external tools to achieve proper Fraud/Not Fraud decisions.
• Accurately document accounts on the computer while speaking to the customer.
• Meet productivity and call quality standards as set by the business.
• Follow dispute resolution and customer escalation processes consistently.
• Adhere to guidelines set forth by clients.

Kenntnisse

English proficiency

Customer service

Problem solving

Verbal communication

Written communication

Coaching receptiveness

Learning attitude

Fast-paced environment

Flexibility

Team collaboration

Ausbildung

High School Diploma

Jobbeschreibung

About the role

As a Customer Service Representative - Collections/Fraud prevention, you will be representing the client on the phone to the consumer. Inbound and Outbound calling efforts will consist of using effective relationship building skills to partner with the customer and help problem solve to prevent fraud. You will be required to navigate multiple systems during these phone calls while functioning efficiently on the computer. Our efforts focus on protecting the client's brand reputation and creating a positive customer experience.

Key responsibilities

• Reduce fraud losses while focused on customer experience and protection

• Analyze account processes and transactions to identify undetected frauds and correlated activities

• Review, identify, and deter fraudulent activity

• Look for trends to proactively identify characteristics of good vs. fraudulent orders

• Receive inbound calls and make outbound calls related to potentially fraudulent activities

• Analyze available information via multiple internal and external tools to achieve the proper Fraud/Not Fraud decision

• Accurately document accounts in a timely manner on the computer while speaking to the customer

• Meet productivity and call quality standards as set by the business

• Follow dispute resolution and customer escalation process consistently

• Adhere to all guidelines and requirements as set forth by individual clients

About you

• High School Diploma or its equivalent

• 0-1 year of call center collections, fraud prevention, customer service, or telemarketing experience preferred

• Proficiently communicate verbally and in writing with customers using the English language

• Problem solving skills to identify root cause to accurately recommend solutions

• Excellent verbal and written communication skills

• Able to work flexible work schedule, required weekends and holidays as needed

• Ability to be coached and apply coaching feedback

• Willingness to learn and help others

• Tolerance for repetitive work

• Ability to work in a fast-paced environment