John Clements

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

Qualifications

• For applicants with at least 2 years of college, must have at least 1 of year relevant work experience in a BPO set up
• No working experience required for fresh graduates
• Must have 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 at night full-time, shifting schedules, Philippine holidays