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Level 2 Customer Service Representative

Job Category:

BPO / KPO / Shared Services

Job Level:

Professional

Open Date:

16-Aug-2021

Location:

QUEZON CITY

Close date:

31-Oct-2021

Client Overview:

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

 

Our client is a leading insurance and wealth and asset management group with global headquarters in Canada, operating regionally in Asia and the United States that 35,000 employees across the globe. Its global shared service centre in Quezon City and Lapu – Lapu City provides administrative, finance, investments, analytics, professional services, support, contact centre and information technology services to companies around the world and puts the customers at the forefront.

 

The company aims 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:

CSR

Financial Account

Work Onsite

Night Shift

Salary Range: 19,000 - 28,000 Package

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

Basic Qualifications:

  • Education: At least 2 yrs of college + 1 yr of relevant work experience/Bachelor's degree
  • Experience: Level 2 – At least 1 year relevant work experience in a BPO set up; 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 at night full-time, shifting schedules, Philippine holidays

Salary:

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