Reporting Analyst

CNX; Taguig; On-site; PHP 216,000 - 288,000; Full time

Job summary

CNX in Fort Bonifacio, Manila is seeking a Reporting Analyst to interface with customers via inbound/outbound emails and calls, delivering service support and resolving routine product/service issues.

You will ensure KPI targets are met, document information in the call tracking database, and collaborate with a team to improve customer satisfaction while maintaining accuracy and courteous communication.

Qualifications

• High school diploma with three to six months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate clearly, both written and verbal.
• Detail-oriented with ability to multitask in a fast-paced environment.
• Ability to rotate shifts and work independently or as part of a team.

Responsibilities

• Ensure service delivered meets contractual KPIs.
• Clarify requirements; probe for understanding to resolve issues.
• Listen attentively; show empathy and build rapport with customers.
• Greet customers courteously using established procedures.
• Maintain knowledge of client products and services.
• Prepare complete and accurate work; document accounts as required.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products or services as appropriate.
• Track, document and retrieve information in the call tracking database.
• Respond to inquiries by referring to published materials or senior staff.

Skills

Customer service

Communication

Multitasking

Attention to detail

Team player

Shift flexibility

Education

High school diploma

Tools

Call tracking database

PC navigation

Job description

Job Title:

Reporting Analyst

Job Description

The Advisor I, Email Support position interfaces with customers via inbound emails, outbound emails/calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client’s product or services.

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

PHL Fort Bonifacio - Uptown Mall

Language Requirements:

English

Time Type:

Full time