CX Specialist (Onsite CSR)

ABS-CBN Corporation; Quezon City; Sur place; PHP 201 000 - 312 000; Plein temps

Résumé du poste

ABS-CBN Corporation in Metro Manila is seeking a customer service-oriented professional to respond to inquiries via email, live chat, social media, and messaging platforms. You will provide accurate information, document interactions, and escalate complex issues while maintaining quality standards and customer satisfaction.

The role requires a Senior High School diploma or equivalent, excellent communication, and proficiency with CRM systems and office software. Flexibility for shifts is a plus.

Qualifications

• Clear written and verbal communication skills.
• Proficiency in using digital channels for customer interactions.
• Ability to document interactions accurately.
• Ability to escalate complex issues when needed.

Responsabilités

• Respond to customer inquiries through digital channels in a timely and professional manner.
• Provide accurate information to resolve issues effectively.
• Document customer interactions and maintain records.
• Identify and escalate complex issues to appropriate departments.
• Follow protocols and maintain quality standards and customer satisfaction targets.
• Utilize CRM systems and digital support tools to manage workflow.

Connaissances

Excellent communication

CRM proficiency

Multitasking

Empathy

Detail-oriented

Problem-solving

Formation

Senior High school diploma or equivalent

Outils

CRM software

MS Office

Description du poste

What you'll be doing

• Respond to customer inquiries through digital channels including email, live chat, social media and messaging platforms in a timely and professional manner
• Provide accurate information about services, products and solutions to resolve customer issues effectively
• Document customer interactions and maintain detailed records of all communication exchanges in accordance with company guidelines
• Identify and escalation complex issues to appropriate departments or senior team members when necessary
• Follow established protocols and procedures whilst maintaining quality standards and customer satisfaction targets
• Utilize customer relationship management (CRM) systems and digital support tools to manage workflow and track resolution progress
• Contribute to a positive team environment by collaborating with colleagues and sharing best practices
• Gather customer feedback and insights to help identify opportunities for service improvement
• Maintain professional and courteous communication with all customers whilst handling difficult situations with patience and empathy

What we're looking for

• Senior High school diploma or equivalent as a minimum
• Excellent written and verbal communication skills with the ability to articulate complex information clearly and concisely
• Proficiency in using digital communication platforms, CRM systems and standard office software
• Strong problem-solving abilities with a customer-centric approach to resolving issues
• Ability to multitask effectively and manage multiple customer inquiries simultaneously whilst maintaining high-quality standards
• Patience, empathy and a positive attitude when dealing with customers from diverse backgrounds
• Attention to detail and accuracy in documentation and record-keeping
• Reliability and punctuality with the ability to work flexible shifts as required