Customer Service Representative at Probe CX

Naga, Bicol Region, Philippines -

Full Time

Start Date

Immediate

Expiry Date

19 Mar, 26

Salary

0.0

Posted On

19 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Sales, Listening Comprehension, Typing Speed, Multi-tasking, Soft Skills, Customer Interaction, Call Control, Problem Solving, Questioning Techniques, Product Knowledge, Quality Standards, Punctuality, Schedule Adherence, Information Retrieval, Upselling

Industry

Outsourcing and Offshoring Consulting

Description

Job Description Job Description Summary Handle customer contacts in line with client and company requirements as sales and customer service representatives. Duties and Responsibilities ● Attend and actively participate in training ● Achieve and maintain a thorough understanding of the products/services, policies, procedures, and processes ● Acquire proficiency in customer tools and knowledge management system ● Develop listening comprehension and familiarity with the different accents of customers ● Achieve required typing speed and accuracy and develop multi-tasking (talk and type) ● Obtain familiarity /mastery of the selling process ● Learn relevant soft skills and customer interaction skills ● Keep abreast of changes and developments in program-specific information Handle Customers/Calls ● Use appropriate keying strategies and keywords to quickly search for requested information ● Apply effective questioning techniques to immediately zero in on customer’s needs and requested information ● Provide options or alternative solutions to customers as necessary ● Ensure immediate resolution of customers’ issues and concerns ● Offer appropriate products/services and explain the benefits to the customer ● Increase customer value by offering ancillary services/products and upsells/upgrades ● Ensure positive customer experience and maintain integrity ● Utilize call control techniques to ensure efficiency evidenced by handle time (AHT) ● Follow standard call flow and spiels as well as other quality measures ● Follow prescribed hold and transfer protocols Meet all expectations and adhere to standards ● Comply with all program procedures and processes ● Meet both client and company KPIs/performance metrics consistently ● Observe punctuality and schedule adherence at all times ● Understand and apply quality standards Other ● Complete tasks delegated/assigned by the Circle Leader ● Perform other reasonable duties as required

Responsibilities

The Customer Service Representative will handle customer contacts, ensuring immediate resolution of issues and providing options or alternative solutions. They will also participate in training and maintain a thorough understanding of products and services.