Senior Customer Care Specialist | Escalations & Training

Alta Resources; Pasig; On-site; PHP 391,000 - 580,000; Full time

Job summary

Alta Resources is hiring a Senior Customer Care Representative to deliver high-quality service to customers via phone and email. The role includes handling escalated calls, ensuring data accuracy, supporting client processes, and providing product knowledge to resolve complex issues promptly.

The position also involves training teammates, handling compliance questions, and collaborating with clients to improve service quality during standard operating hours.

Qualifications

• At least two years of call center experience.
• At least two years of call center or SME experience.
• Proficiency with Word, Excel, PowerPoint, Outlook, and SharePoint.

Responsibilities

• Handle inbound/outbound calls and emails with a focus on customer satisfaction.
• Monitor data quality and assist with QA of team interactions.
• Resolve escalated issues and support client processes.
• Provide product and process information to customers and internal teams.
• Assist in team training and mentor new employees.
• Identify process improvements and communicate solutions.

Skills

Customer focus

Communication

Listening

Problem solving

Team player

Time management

Detail oriented

Education

Two years of college or vocational course in customer care

Tools

Word

Excel

PowerPoint

Outlook

SharePoint

Job description

Alta Resources is hiring a Senior Customer Care Representative to deliver high-quality service to customers via phone and email. The role includes handling escalated calls, ensuring data accuracy, supporting client processes, and providing product knowledge to resolve complex issues promptly.

The position also involves training teammates, handling compliance questions, and collaborating with clients to improve service quality during standard operating hours.