AGENT, CSR

Job Summary

Main objectives and duties:

1. Call Handling.

Resolves product or service problems by accurately understanding the customer’s issue.

Determine the cause of the problem, selecting the best solution to the problem and explaining to the customer the resolution

Answer product and/or service questions or concerns

Troubleshoot technical issues using all available tools

Process customer orders and purchase of products and services

Escalate to appropriate departments to expedite resolution of customer’s issue

Provide exceptional customer service experience

2. Complete Documentation

Create or update customer information in the client database during and after each call

Create accurate record of every customer transaction or interaction accurately, timely and professionally.

Update customer information following the established client guidelines

Comply to client and PCI guidelines in handling customer information

3. Adherence to established internal and client guidelines.

Maintain a high level of professionalism when dealing with customers and clients

Establish positive relationship with every customer

Follow established weekly work schedules

Provide timely feedback to noticeable patterns of customer concerns

4. Career Path and other account trainings.

Attend upskill trainings to enhance skills applicable to tier level

Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures

Be receptive on any changes in company and client policies

5. Performance Results (Minimum of 70%).

Adheres to operation/tier level performance goals

Meets minimum goal of 70% on performance scorecard

Adheres to client Zero Tolerance Policy (ZTP)

Zero client audits

Area of expertise (Skills)

High school graduate, vocational grade of any course or its equivalent

Good verbal and written communication skills

Basic knowledge in computer navigation

Other Skills and Experiences (Min)

Prior work experience is not necessary but formal orientation is needed to enable the job incumbent to perform the job satisfactorily.

Listening Skills

Analytical Skill

Problem-Solving Skills

Communication

Technology Skills (job-related technical skills)

Customer Service

Service Mentality

Conflict Resolution

Education