E-mail Customer Care Rep

Alta Resources, Inc.; Pasig; On-site; PHP 279,000 - 424,000; Full time

Job summary

Alta Resources, Inc. is hiring for a customer care specialist in Pasig, Philippines. The role focuses on responding to consumer product inquiries via letter, email, and chat, delivering best-in-class service, and handling calls as needed to meet client demand.

This position requires ability to address escalated emails and resolve issues with a sense of urgency, using Alta designated software and standard procedures. English proficiency and fast-paced adaptability are essential.

Qualifications

• Education: At least two years of college required or completion of a vocational course, preferably in Customer Care.
• Work Experience: At least six months of call center experience required. New graduates will be considered.

Responsibilities

• Responds to consumer product inquiries via letter, email and chat to deliver best in class customer service.
• Handles inbound/outbound calls depending on client demand and processes requests efficiently.
• Addresses escalated emails requiring analysis and non-standard responses.
• Resolves customer problems with urgency and documents interactions.
• Maintains positive relationships with clients and coworkers to ensure issue resolution.
• Collaborates with team members to ensure customer issues are resolved.

Skills

Data entry

Customer focus

Call center experience

Meet metrics

Fast paced

MS Word & Excel

English proficiency

Education

Two years of college

Vocational course in Customer Care

Tools

Excel

Word processing

Client software

Job description

Pasig City, 34th Floor, Wynsum Corporate Plaza, Pasig, National Capital Region, Philippines

Job Description

Alta Resources is Hiring!

JOB SUMMARY

This position responds to consumer product inquiries and addresses questions via letter, email and chat for the Client’s consumer relationship center within the Alta Resources organization to deliver best in class customer service to the client’s customers. Additional duties may include inbound and/or outbound phone calls, depending on client demand.

POSITION RESPONSIBILITIES

Focuses on First Contact Resolution (FCR) by performing critical initial assessment and to address all issues that will result to a better customer experience. This includes collecting information through the customer’s email, accessing support tools, or additional support staff if needed.

Consults with customers over the phone or via the web following client processes and procedures processing information, orders, requests, or comments in an efficient manner.

Answer escalated emails in which responses generally require more analysis and cannot be responded with a standard response.

Resolves customer problems and complaints with a sense of urgency.

Utilizes technology to create and retain consumer data and record.

Establishes and develop positive relationships with clients and co-workers.

Collaborate with other team members to ensure that customer’s issues are resolved.

Demonstrates excellent communication and computer skills.

Recommends improvement in product, packaging, service and procedures to prevent future issues of similar nature.

MINIMUM COMPETENCY REQUIREMENTS

Education: At least two years of college required or completion of a vocational course, preferably in Customer Care.

Work Experience: At least six months of call center experience required. New graduates will be considered.

ADDITIONAL SKILLS

• Must possess excellent data entry skills with high level of accuracy.
• Be customer focused.
• Some experience in a call center or customer service position is helpful.
• Must have the ability to meet required metrics.
• Perform well in a fast paced environment.
• This position requires a working knowledge of computer technology that includes: Intermediate knowledge of Word and Excel, along with Client and Alta designated software.
• Must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.
• English proficiency is required.

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Pasig City, 34th Floor, Wynsum Corporate Plaza, Pasig, National Capital Region, Philippines