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Customer Care Representative- Ortigas

Job Category:

BPO / KPO / Shared Services

Job Level:

Entry Level

Open Date:

19-Nov-2018

Location:

CITY OF PASIG

Close date:

28-Feb-2019

Job Description and Qualification:

Duties and responsibilities:

  • Product expert covering more than 5 product lines, including multiple brands
  • Required to participate and lead efforts toward process improvements – each agent must lead at least one project per year
  • Work with other departments when necessary to streamline processes and provide timely information in relation to their queries and concerns
  • Instruct customers on proper use of our products to ensure usage does not result in accident, injury or property damage in an effort to promote safety and avoid liability issues
  • Handle technical inquires including fall protection applications, vehicle product up fitting, installation inquiries and troubleshooting
  • Educate customers on features and benefits of products in order to improve brand loyalty and up-sell opportunities
  • Provide problem resolution and technical support for all customer inquiries.
  • Cross trained in order to handle order entry and return requests as needed
  • Agent handling on average 80 calls per day
  • Agent handling on average 20 queued emails per day
  • Strive to answer 90% of calls within 90 second of receiving the call – respond to other media within 2 hours of receipt
  • Help train other associates when needed
  • Responsible to provide accurate pricing, including promotional campaigns, to ensure no negative impact on profitability – all quoted pricing is honored by the company
  • Must be knowledgeable on over 3,000 customer accounts to understand special shipping terms and business practices
  • Create proper process documentation when required
  • Available holiday hours as needed to support all countries

Experience & Education:

  • Must have at least 6 months to 1 year experience in a Customer Care Role (Inbound Calls and E-mail Support) or 1-2 years of experience as Technical Support Agent
  • Required to have CRM Experience and has advanced level skills using MS Office products to include Word, Excel, PowerPoint, Outlook and Oracle
  • Must have 6 months to 1 year experience doing Fax/Email order entry
  • Preferably has an experience in dealing with returns