DE033159-Customer Service Associate

Freelio; Taguig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Freelio in Taguig Uptown Bonifacio Tower 3 is seeking a Customer Service Associate to handle customer requests, identify problems, and follow defined procedures to resolve issues promptly. You will document troubleshooting steps and customer information in the data capture tool and escalate when needed.

As part of a Return to Office setup, you will stay aligned with customer SLAs and KPIs, expand product knowledge, and contribute to high customer satisfaction through effective communication and

Qualifications

• At least 6 months of relevant experience.
• Experience with customer support processes and SLAs.

Responsibilities

• Performs customer request/problem identification and follows defined procedures to resolve.
• Documents troubleshooting efforts and customer information in data capture tool.
• Maintains knowledge of customer SLAs and KPIs.
• Seeks opportunities to improve knowledge, skills, and performance through coaching and training.

Skills

Customer service

Communication

Data capture

Troubleshooting

Tools

Data capture tool

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---POSITION TITLE: Customer Service AssociateWORK SETUP: Return to OfficeRESPONSIBILITIES:• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notify responsible party for resolution• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback• May complete and resolve non-call customer contact requests received by mail, web or email• May perform follow-up on incidents with customer to ensure customer satisfaction• Develop and maintain product knowledge, industry knowledge, business and professional skills by participating in on-the-role training and classroom training• Share information required for the team to be successful• Develop and maintain knowledge of customer and customer-specific business environment• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfactionOTHERS:Project Shift Schedule: RotationProject Rest Day: RotationProject/Team Location: Taguig Uptown Bonifacio Tower 3SKILL AND QUALIFICATIONS:• Standard Voice Profile• At least 6 months of relevant experience