TaskUs Antipolo - Back Office Non-Voice Content Moderation

TaskUs; Antipolo; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Great benefits package

Professional growth opportunities

Job summary

TaskUs is hiring a Customer Care Specialist (Teammate) to provide world-class service across phone, email, and live chat. You will resolve inquiries, document interactions, and escalate issues when needed.

The role emphasizes accuracy, efficiency, and adherence to client guidelines within a supportive team environment. The position invites individuals who are fluent in English, possess strong communication and problem-solving skills, and are adaptable to changing processes.

Qualifications

• Proficient in Windows OS, Office apps, and Google Workspace.
• Excellent written and verbal English communication.
• High school graduate with strong problem-solving abilities.
• Customer service experience and multitasking skills preferred.
• Adaptable and able to work in a dynamic environment.

Responsibilities

• Deliver exceptional customer service via phone, email, and chat.
• Research and provide accurate responses promptly.
• Navigate documentation to resolve issues efficiently.
• Escalate priority issues to relevant internal teams.
• Document customer interactions per SOPs with accuracy.
• Identify trends and contribute to process improvements.
• Maintain professional customer experience per client guidelines.
• Participate in training and uphold company policies.
• Collaborate with teammates to resolve issues and share knowledge.

Skills

Windows OS

Microsoft Office

Google Apps

English fluency

Effective communication

Problem-solving

Adaptability

Empathy

Team player

Open to feedback

Education

High school diploma

Tools

Zendesk

Slack

Internal troubleshooting tools

Job description

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Job Description - Teammate

It started with one Ridiculously Good idea—create a different breed of BPO! At TaskUs, we understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What does a Customer Care Specialist really do?

Imagine yourself going to work with one thing in your mind: to provide the best customer experience to your clients.

Think of yourself as someone who will provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.

Roles and responsibilities:

• Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;
• Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels;
• Navigate internal and external documentation and resources to provide world-class service;
• Identify and elevate priority or unresolved issues to appropriate internal teams;
• Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;
• Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;
• Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client;
• Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;
• Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;
• Participate in all mandated internal and external training and/or seminars; and
• Get to know, understand, and comply with TaskUs’ policies and procedures.

Technical skills and qualifications:

• Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications
• Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues
• Fluent in the English language, as well as reading and writing in English
• Must be at least a high school graduate
• Problem-solving and critical-thinking skills
• Great communication skills, written and oral
• Must be adaptable and flexible, demonstrating abilities to work with process and information changes
• Empathic toward customers and can maintain a customer-centric approach
• Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments
• Open to feedback, eager to learn, and can show improvement

Personality traits required:

• Resilient, calm, and professional when dealing with challenging situations
• Adaptable to a dynamically changing business
• Trustworthy and reliable with a high level of integrity
• Resourceful, high attention to detail, and the ability to multitask

What’s in it for you?

• Great benefits package
• Professional growth opportunities with the chance to learn from many different functions