Inbound Support Specialist - Flexible Hours & CSAT Focus

Lexie; Laguna; On-site; PHP 290,160 - 379,440; Full time

Benefits offered by this job

Government Mandated Benefits

Health & Wellness Insurance

HMO

Professional Development

Job Training

Maternity & Paternity Leave

Work-Life Balance

Flexible Hours

Job summary

Lexie in Laguna, Philippines is seeking a customer service agent to handle inbound calls regarding accounts, billing, order tracking, and service questions. You will also address inquiries with professionalism and empathy to ensure a smooth customer experience.

You will de-escalate upset customers, document every interaction in the database, and strive to maintain top CSAT scores while meeting AHT targets through careful use of internal tools and guidelines.

Responsibilities

• Handle inbound calls: Answer incoming customer phone calls regarding account inquiries, billing issues, order tracking, or service complaints.
• Problem Solving: De-escalate upset callers and find solutions using the company's internal tools and guidelines.
• Data Entry: Document every interaction and update customer account notes accurately in the database software.
• Meet Performance Metric Targets: Maintain high satisfaction scores (CSAT) and keep calls concise to meet Average Handling Time (AHT) goals.

Job description

Lexie in Laguna, Philippines is seeking a customer service agent to handle inbound calls regarding accounts, billing, order tracking, and service questions. You will also address inquiries with professionalism and empathy to ensure a smooth customer experience.

You will de-escalate upset customers, document every interaction in the database, and strive to maintain top CSAT scores while meeting AHT targets through careful use of internal tools and guidelines.