Tier 3 - Escalations Agents (Customer Service)

ISTA

Mandaluyong City, Metro Manila
Permanent
Full-time

30 days ago
Apply easily

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced TIER 3 CUSTOMER SERVICE REPRESENTATIVES to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!Roles and Responsibilities:

Respond independently to complaints escalated at the highest level and VIP Clients
Interact with internal and external customers to resolve their issues
Determine appropriate course of action and conduct investigative steps to fully identify customer issues
Perform complex administrative and customer support tasks for VIP clients
Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction

Requirements

Must have at least 2 years of Call Center experience in Customer Service handling a US account
Experience as a Subject Matter Expert (SME), Retention or Tier 2
Experience in resolving and handling complex concerns from customers
TRAVEL ACCOUNT EXPERIENCE is an advantage
At least 2 years in College, any course or Senior High School graduate or its equivalent

BenefitsWhat can we offer you?

Competitive salary and benefits
Health Insurance with free dependents*
10%-night differential
Attendance Bonus
Paid time off
Convertible to cash leave credits
Performance Appraisal
Work-life balance
A focus on growing your career path with us
We encourage you to follow your passions and learn new skills

Our commitment to you

Strong culture and values-driven leadership
We create opportunities for you to learn and grow at any stage of your career
Continuous learning and innovation
We foster an all inclusive environment where everyone thrives

ISTA