Customer Experience Agent - San Nicolas

Laoag City, Ilocos Norte
Permanent
Full-time

2 months ago

Job Category: Customer ExperienceJob Description: GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.JOB SUMMARYPerforms routine customer service phone support to client specific needs. Work is performed under regular supervision.Responsibilities:JOB RESPONSIBILITIES

Responds to requests and calls from customers related to client specific programs and products
Identifies and responds to customer's needs based on designated procedures of account/client
Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
Escalates calls to supervisor when necessary and appropriate
Responds to requests for assistance and/or possible processing of credit card authorizations
Tracks call related information of each call received for auditing and reporting purposes
Provides feedback reports on call issues related to downtime and/or training issues

OTHER RELATED DUTIES

Escalates calls to supervisor when necessary and appropriate
Maintains and updates customer information as necessary
Provides support and assistance as needed
Up-sells to customer upgrades as necessary
May perform other client specific duties as necessary and required by program/account
Other duties as assigned

Qualifications:JOB REQUIREMENTSMinimum Education and Experience:

High School Diploma or GED required; graduation from a college with an Associate's degree preferred
Customer service experience
Phone related customer service
Familiarity with Microsoft Windows, Word, and Excel applications
May require client specific bilingual language requirement, as necessary

Knowledge, Skills and Abilities:

Knowledge of product/procedures
Ability to use phone and computer systems
Customer service skills
Strong interpersonal skills
Excellent oral and written communication skills
Strong listening/comprehension skills
Ability to stay composed and objective
Patience/empathetic
Mental Acuity
Conversational
Confident/Assertive
Demonstrate a positive attitude

Work Environment:

Constant work performed in a climate controlled, call-center environment
Constant usage of phone and computer systems

Physical Demands:

Constant sedentary work

ABOUT ALORICAAlorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

Alorica

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