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csr for multinational bpo co based in quezon city

Dempsey Resource Management Inc.
Quezon City, National Capital Region, Philippines
November 24, 2016

Posted By Premium Recruiter


What You'll Do:

• Receive email and text correspondences, gather and verify required information.

• Actively review and/or listen to the customer, understanding their request for customer support and/or information

• Provide information to the Customer and place appropriate notes in appropriate system(s)

• Ensure proper security procedures are followed on all interactions to maintain account confidentiality and account's personal information management policies and guidelines

• Maintain thorough knowledge of systems so that information can be researched and proper information is given

• Learn and retain a thorough working knowledge of all existing and new services, promotions and tools

• Achieve assigned Key Performance Indicators - e.g. Handle Time, Email Response Time, Quality, SMS Text

• Response Time, Customer Satisfaction Indices

• Attend Team Meetings/Additional training sessions as scheduled, read all new FAQs and updates in a daily/timely manner for understanding and seeking clarifications as needed

• Perform other duties assigned

What You Have:

• Bachelor's Degree or at least second year college

• Must have at least one year customer service experience (preferring more than 1 channel of support - email, SMS Text, Chat, Phone) an’d/or coaching experience

• Experience in using social media regularly (e.g. Facebook, Twitter, Instagram)

• Above-average to excellent writing communication skills

• Ability to type 30-40 wpm minimum with accuracy

• Ability to work in a fast-paced, dynamic, changing environment

• Ability to organize and follow-up multiple tasks/details with accuracy and timeliness

• Displays a positive, confident attitude for tackling new challenges and initiatives

• Handles multiple tasks without becoming visibly overwhelmed or flustered

• Ability to adhere to all organizational policies and procedures

• Admits mistakes and takes prompt action to correct them

• Holds self and others accountable for delivering consistent quality results

• Ability to operate a personal computer system

• Ability to perform basic mathematical functions

• 350 Full-Time position(s) available