OVERVIEWAbout the CompanyAt Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better.Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.RESPONSIBILITIESJob SummaryMain objectives and duties:1. Call/Email/Chat HandlingResolve product or service problems by accurately understanding the customer’s issues.Determine the cause of the problem, selecting the best solution to the problem and explaining to the customer the resolutionAnswer product and/or service questions or concernsTroubleshoot technical issues using all available toolsProcess customer orders and purchase of products and servicesEscalate to appropriate departments to expedite resolution of customer’s issueProvide exceptional customer service experience2. Complete DocumentationCreate or update customer information in the client database during and after each callCreate accurate records of every customer transaction or interaction accurately, timely and professionally.Update customer information following the established client guidelinesComply to client and PCI guidelines in handling customer information3. Adherence to established internal and client guidelinesMaintain a high level of professionalism when dealing with customers and clientsEstablish positive relationship with every customerFollow established weekly work schedulesProvide timely feedback to noticeable patterns of customer concerns4. Career Path and other account trainingsAttend upskill trainings to enhance skills applicable to tier levelAttend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting proceduresBe receptive on any changes in company and client policies5. Performance ResultsAdheres to operation/tier level performance goalsMeets minimum goal on performance scorecardAdheres to client Zero Tolerance Policy (ZTP)Zero findings on client auditsQUALIFICATIONSMinimum QualificationsAt least Sr. High School graduate (or high school graduate in old curriculum), vocational degree of any course, or its equivalentGood English communication skills (verbal and written)Basic knowledge in computer navigation and MS Office applicationsStrong interpersonal and relationship-building skillsSkills RequiredPrior work experience is not necessary, but formal training is needed to enable the job incumbent to perform the job satisfactorily.Effective communication skillsComputer navigation skillsCustomer service orientationActive listening SkillsProblem solving SkillsTechnology skills (job-related technical skills)Additional InformationEQUAL OPPORTUNITY STATEMENT: QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as covered veteran, uniformed servicemember status, and any other characteristics protected under applicable federal, state or local law.
