Senior Representative

Alta Resources (Philippines) Corporation; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

Alta Resources (Philippines) Corporation is seeking a Senior Customer Care Representative in Metro Manila to deliver high quality customer service via phone, email and mail. The role resolves complex issues, provides product support, and supports escalations while ensuring timely, accurate handling of member inquiries.

The position requires at least two years of college or a vocational course in customer care and two years of call center or SME experience, with proficiency in Word, Excel,

Qualifications

• At least two years of college or completion of a vocational course in customer care.
• At least two years of call center experience or one year SME experience.
• Proficiency with basic computer tools: Word, Excel, PowerPoint, Outlook.
• English proficiency required.
• Strong customer focus with a positive attitude.
• Excellent listening and problem solving abilities.
• Ability to use multiple software in a Windows environment.
• Excellent time management and attention to detail.
• Strong written and verbal communication skills.

Responsibilities

• Handle customers by identifying needs and resolving issues while maintaining quality.
• Assist with data accuracy and quality control of consumer interactions.
• Handle escalated interactions from consumers as needed.
• Monitor queue activity and act as a resource.
• Demonstrate product knowledge and resolve issues with urgency for customer satisfaction.
• Follow up on contacts to ensure customer satisfaction.
• Assist in senior team training and for new employees.
• Identify process improvement opportunities and suggest solutions.
• Consult with clients and consumers over phone or email to process information efficiently.

Skills

Customer focus

Listening skills

Problem solving

Time management

Written and verbal communication

Enthusiasm and positive attitude

Teamwork

Education

Two years college or vocational course in customer care

Tools

Word

Excel

PowerPoint

Outlook

Job description

About the role

The Senior Customer Care Representative will provide high quality, professional, and "best in class" customer service to current and prospective consumers through phone, mail, and e-mail. This role is responsible for facilitating, analyzing and resolving customer issues, providing product support, and investigating questions to resolve concerns in an accurate and timely manner to ensure customer retention and loyalty. The position will handle complex compliance issues while supporting a client that may be regulated by federal and/or state government agencies. This person will resolve all member issues in a timely and accurate fashion, enter member activity into internal and client systems, and serve as a subject matter expert to assist with escalated inquiries, team training, and provide various types of management support during hours of operation.

Key responsibilities

• Handle customers by identifying their need and resolving their issue as requested by the client while maintaining exceptional quality during interactions

• Assist with monitoring, data accuracy and quality control of team's consumer interactions

• Handle escalated interactions from consumers as needed

• Monitor queue activity and act as a resource

• Demonstrate product knowledge and resolve issues with a sense of urgency to provide excellent customer satisfaction

• Follow up on contacts to ensure customer satisfaction

• Assist in senior team training and for new employees

• Identify process improvement opportunities and recommend solutions

• Consult with the client and consumers over the phone or via email and process information, requests, or comments in an efficient manner

• Ensure accuracy and consumer satisfaction

About you

• At least two years' college required or completion of a vocational course preferably in customer care

• At least two years of call center or one year subject matter expert experience required

• Working knowledge of computer technology including beginner to intermediate Word, Excel, PowerPoint, and Microsoft Outlook

• English proficiency required

• Very customer focused with a high level of enthusiasm and a positive attitude

• Excellent listening skills and problem solving ability

• Ability to work on a PC, accessing multiple software applications in a Windows environment

• Excellent time management skill and keen attention to detail

• Strong written and verbal communication skills

• Ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources