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ALABANG | Automotive Account ( ESCALATION)

フィリピン マニラ首都圏 モンテンルパ アラバン 要求 #6523
2024年6月30日

Operations - Customer Service Representative I (CSR I)

Company Summary:

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

 

Position Summary:

Perform accurate and efficient front-line contact center functions for automotive customers. Our client is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions. The Support Advisor .

 

Overall Responsibilities:

  • Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)
  • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
  •  Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedure   
  • Maintain basic knowledge of client products and/or services
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Offer additional products and/or services
  • Track, document and retrieve information in call tracking database
  • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Job Requirements:

  • Minimum 18 years of age
  • High School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferred
  • At least 1 year of customer service experience; contact center experience preferred
  • Positive attitude and a passion for customer care
  • Patient and friendly with all types of customers
  • Consistent level of professionalism and a conscientious nature
  • Flexibility and adaptability to work in a fast-paced environment
  • Prioritization skill to balance conflicting workload to satisfy customers under time pressure
  • Strong written and verbal communication skills (good spelling, grammar; avoid slang and jargon)
  • English Language proficiency
  • Good telephone customer service etiquette
  • Actively listens and asks probing questions to understand the customer’s needs and determine the best course of action
  • Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
  • Computer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required);
  • Experience with cloud-based CRM and telephony tools (preferred)
  • Typing speed: minimum of 35 words per minute
  • Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage
  • Flexible schedule availability
  • Team player, working with the team to achieve objectives, friendly and approachable even when busy
  • Personifies 'willingness to help

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