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Customer Service Representative - Cebu

Job Category:

BPO / KPO / Shared Services

Job Level:

Entry Level

Open Date:

11-Aug-2020

Location:

LAPU-LAPU CITY (OPON)

Close date:

21-Oct-2020

Client Overview:

Discover amazing career opportunities with a company that is all about helping people achieve their dreams and aspirations! 

Our client is a global shared service centre providing finance, investments, contact centre, information technology, underwriting, actuarial, administrative and marketing services to companies around the world. They are a leading financial services group who puts customers’ needs first by providing the right solutions on areas such as insurancefinancial advice and wealth and asset management.  

With the company’s global headquarters in Canada and principal operations in Asia and the United States, they have served customers for more than 100 years and currently employs more than 35,000 resourcesThey aim to attract, develop and retain a diverse workforce and to foster an inclusive work environment that embraces the strength of cultures and individuals. 

 

Client Industry:

BPO

Job Description and Qualification:

Discover amazing career opportunities with a company that is all about helping people achieve their dreams and aspirations! 

Our client is a global shared service centre providing finance, investments, contact centre, information technology, underwriting, actuarial, administrative and marketing services to companies around the world. They are a leading financial services group who puts customers’ needs first by providing the right solutions on areas such as insurancefinancial advice and wealth and asset management.  

With the company’s global headquarters in Canada and principal operations in Asia and the United States, they have served customers for more than 100 years and currently employs more than 35,000 resourcesThey aim to attract, develop and retain a diverse workforce and to foster an inclusive work environment that embraces the strength of cultures and individuals. 


JOB DESCRIPTION: 

  • Answer inbound calls from customers 
  • Facilitate outbound phone calls for follow up and updating customers 
  • Document all calls handled accurately 
  • Guarantee departmental metrics are met by adhering to key standards in contact rates and handling procedures 
  • Produce positive customer experience by effectively answering inquiries and handling problem solving scenarios 
  • Redirect/Transfer calls to the correct department for better transition and service 
  • Adhere to prescribed shift and schedule  
  • Adhere to set service level targets or key performance indicators 
  • Uphold Manulife Values in Action: Obsess with customers, Do the Right Thing, Own It, Think Big, Share Your Humanity, Get It Done Together 

Minimum Skills Requirement to Hire: 

  • EDUCATION: At least 2 years of college  with 1 year related work experience OR college graduate (no experience) 
  • Excellent English skills must at least be intermediate level 
  • Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service). 
  • Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information. 
  • Minimum keyboarding skills of at least 30 words per minute 
  • Ability to multi-task and navigate multiple applications at the same time. 
  • Amenability to work in MACTAN NEWTOWN , LLC 
  • Amenability to work at night full-time, shifting schedules, Philippine holidays 

 

Salary:

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