Customer Service Representative II

Crawford; Iloilo City; On-site; PHP 223,000 - 312,000; Full time

Job summary

Crawford in Iloilo City is seeking a proactive Customer Service Representative who listens to inquiries and delivers courteous, non-technical solutions in line with company policies. You will use product knowledge to provide quick, accurate assistance to customers.

The role requires a Bachelor's degree, a Customer Service Intermediate Certification, at least two years of experience, and strong verbal and written communication.

Qualifications

• Bachelor's degree or equivalent required.
• Customer Service Intermediate Certification required.
• Minimum of 2 years of work experience in customer service.
• Excellent verbal and written communication skills.
• Ability to remain professional and courteous with customers at all times.

Responsibilities

• Responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution.
• Analyzes customer service needs and refers to other departments for follow-up when needed.
• Provides updates to internal teams on customer needs and satisfaction factors.
• May use a CRM to record activities and research product/client information.
• Handles customer complaints and provides appropriate solutions within time limits; follows up to ensure resolution.
• Gains proficiency in multiple competencies relevant to the job.
• Works independently within established procedures.

Skills

Verbal communication

Written communication

Interpersonal skills

Time management

Teamwork

Education

Bachelor's Degree (Four-year college)

Customer Service Intermediate Certification

Job description

• Process Code USS 003.001 Claims Alert
• Equipment Field Dell Wyse 5470 Mobile Thin Client Package with 1 monitor, keyboard, mouse, cables
• Work Station Assignment TBD
• Nurse License Not Applicable

Job Description

We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Responsibilities

• Responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution.
• Analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed.
• Provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
• May utilize a customer relationship application or database to record activities and research product/client information.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Has gained proficiency in multiple competencies relevant to the job.
• Works independently within established procedures associated with the specific job function.

Qualifications

• Bachelor's Degree (Four-year college course).
• Customer Service Intermediate Certification which includes Communication Strategies and Customer Relationship Management.
• Minimum of 2 years work experience.
• Excellent Verbal and Written Communication Skills.
• Ability to remain professional and courteous with customer at all times.
• Must be available to work at night, holidays and weekends.
• Maintains high degree of professionalism and confidentiality.
• Ability to multi-task, prioritize and manage time effectively.
• Interpersonal skills - Able to work independently and as a team member.