Customer Service Agents for a Local Account
Support Services Group
- Pasig City, Metro Manila
- Permanent
- Full-time
- Handle and resolve Billing & Aftersales, Connectivity, Device related faults using systems/tools, troubleshooting work instructions, and customer education process
- Escalate customer issues and requests that are beyond empowerment of systems/tools and work instructions provided by the client
- Handle all customer intents that they were trained on and/or were provided with work instructions and/or can be managed with the use of knowledge management.
- May be required to support special programs for the brand and is expected to accommodate transactions that are considered as a high priority
- Perform customer education, usage selling, and service recovery based on the agreed parameters with the client.
- Provide recommendations that will have a positive impact on services and should adapt to the client's changing and evolving services and business needs
- Ability to recognize implicit and explicit needs of customers and recognize the context and apply appropriate actions and responses to the customer's concern.
- Shall handle customer interaction through outbound Call if necessary or as dictated by the process.
- Above average written and oral communication skills using a language/ communication assessment or equivalent and should be advance english level or equivalent for POSTPAID and PREPAID.
- Proficient computer literacy and web knowledge, e.g., MS Office Applications
- Able to handle and communicate with the customers in Filipino and English
- No prior Fraud related cases or any other case involving moral turpitude, or otherwise blacklisted from their previous work be deployed by the vendor to the client to perform services
- Should be able to show empathy in difficult situations, display ownership and accountability or “malasakit” when handling customers' concern
- Should be users and have knowledge on basic features of Facebook, Twitter, Instagram and or social media platforms