About this role
The Customer Service Representative is responsible for acting as a liaison between customers and the Company. Provide product/services information and resolve any emerging problems that customers might face with accuracy and efficiency.Key Accountabilities:
• Manage large amounts of incoming calls. • Identify and assess customers’ needs to achieve satisfaction. • Build sustainable relationships and trust with customers through open and interactive communication. • Provide accurate, valid and complete information by using the right methods/tools. • Meet or exceed client metric obligations. • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution. • Keep records of customer interactions, process customer accounts and file documents. • Follow communication procedures, guidelines and policies. • Take the extra mile to engage customers.
Qualifications:
• Has completed at least 2 years or 82 units of college • With at least 2 years CSR work experience for a voice account • Able to understand the different accents and able to speak clearly using a neutral accent. • Excellent online communication skills including spelling, grammar, tone and professionalism. • Strong teamwork skills. • Willing to work at our Nuvali, Sta. Rosa site.
Personal Competencies and Attributes
• Ability to maintain a positive attitude. • Demonstrate a good cultural fit against Company values and beliefs. • Prepared to actively work as part of a team. • Able to meet challenges and can handle stressful situations. • Has customer service experience, including the ability to work well with the public and to adopt a customer perspective mindset. • Ability to multitask proficiently for sustained periods of time. • Ability to understand Asurion websites from a customer’s perspective. • Highly developed sense of integrity and commitment to operational excellence. • Ability to work with, advise and drive solutions through all levels of an organization: from line operators to senior management. • Adaptable and willing to learn new technologies.