Process Associate

GSS HR Solutions Private Limted; Metro Manila; Presencial; PHP 167.000 - 234.000; Jornada completa

Descripción de la vacante

GSS HR Solutions Private Limted is seeking a customer-centric Voice Contact Center Agent in the Philippines. The role involves handling inbound voice calls to assist customers with banking and financial service queries, delivering prompt and accurate information, and maintaining high service quality.

The ideal candidate will have strong communication skills, a good understanding of financial products, and a commitment to exceptional service delivery.

Formación

• Minimum 18 months of experience in the contact center industry.
• Graduate and above with minimum 9 months of experience in the contact center industry preferred.
• 6 months to 1 year of experience in an inbound Customer Service environment (Call Center - Preferred).

Responsabilidades

• Handle inbound calls to assist customers with banking and financial service queries.
• Provide accurate information regarding account details, transactions, and other banking needs.
• Handle customer interactions with zero availability time.
• Focus on KPIs like Resolution, Customer Sentiments, AHT and other customer experience and financial metrics.
• Resolve customer queries at first point of contact.
• Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures.
• Demonstrate effective problem-solving skills to ensure timely recognition and resolution.
• Ensure call handling and service quality is maintained.

Conocimientos

Customer service

Communication skills

Problem solving

Attention to detail

Educación

HSC

Graduate

Descripción del empleo

We are looking for a customer-centric and detail-oriented Voice Contact Center Agent to support customers. The ideal candidate will handle customer interactions over voice calls, providing prompt and accurate information related to banking and financial services. This role requires strong communication skills, a good understanding of financial products, and a commitment to delivering exceptional service.

Key Responsibilities

• Handle inbound calls to assist customers with banking and financial service queries.
• Provide accurate information regarding account details, transactions, and other banking needs
• Handle customer interactions with 0 availability time
• Focus on Key KPI's like Resolution, Customer Sentiments, AHT and other customer experience and financial metrics
• Resolving customer queries at first point of contact
• Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures
• Possess effective problem-solving skills to ensure timely problem recognition and resolution
• Ensure call handling and service quality is maintained

Qualifications

• HSC with a minimum of 18 months of experience in the contact center industry
• Graduate and above with minimum 9 months of experience in the contact center industry preferred
• Previous experience, 6 months to 1 year of experience in an inbound Customer Service environment (Contact Center/Call Center - Preferred)