TELCO Customer Service Representative

Binangonan, Rizal

Posted 2 days ago

Company:: Neksjob
Company Description:: WORKFORCE MANAGEMENT (VOICE) Location: Mandaluyong City Salary: ₱50,000 - ₱60,000 / Monthly JOB DESCRIPTION ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE •Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans. •Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. •Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance. •Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations. •Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends. •Required to follow the planned data collection, including the types of data and time of data. •Automate reports to reduce inefficiencies by designing macros. JOB QUALIFICATION •Open to College Undergraduates with relevant experience (BPO or Non-BPO) •At least 6 months to 1 year RTA experience; other WFM experience is a plus but not required. •Good knowledge in MS Office (Word, Excel, PowerPoint) •No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect); No exam •Open to resources who are functioning as interim/ad on tasks workforce Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Neksjob is committed to providing veteran employment opportunities to our service men and women. Please read Neksjob Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
Contract Type:: Full Time
Experience Required:: No Experience
Education Level:: Senior High School
Gender:: Any
Number of vacancies:: 1

Job Description

JOB DESCRIPTION
Managing incoming calls and customer service inquiries regarding phone or mobile phone services, billing concerns or promo packages
Identifying and assessing customers’ needs to achieve satisfaction
Ensure all calls are logged in the system for proper monitoring and closure
Provide appropriate solutions in a timely manner

REQUIREMENTS / QUALIFICATIONS
- At least 18 years old
- -At least a high school/senior high school graduate
- Good English communication & interaction skills
- BPO experience preferred but not required
- Amenable to shifting schedules
- Amenable to working onsite

RESPONSIBILITIES
- Maintain a positive and professional attitude while assisting customers.
- Respond promptly to customer inquiries through various communication channels.
- Effectively communicate with customers and demonstrate proficiency.
- Address and resolve customer complaints in a timely manner.
- Gain in-depth knowledge of our products for accurate customer assistance.
- Process orders, forms, applications, and requests with attention to detail.
- Keep thorough records of customer interactions, transactions, and feedback.
- Collaborate with colleagues as needed.
- Provide constructive feedback to improve customer service efficiency.
- Ensure overall customer satisfaction by delivering exceptional support.