Customer Service Representative - RBS - SAAS - PTCSRDS

Work Location: On-site; Lagro, Quezon City

Core Competencies:

Dependability. Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.

Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

Professionalism. approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accountable of all actions and decisions.

Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.

Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

Tasks required:

Answer incoming messages/tickets and conduct follow ups on customers with inquiries
Attract potential customers by answering product and service questions and suggesting information about other products and services
Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
Maintain customer records by updating account information
Maintain financial accounts by processing customer adjustments
Create presentations and reports, as assigned
Other ad hoc tasks that would be assigned

Requirements:

Proven work experience as a Customer Service Representative or relevant role is required
Demonstrate a highly customer focused ‘can do’ approach and have awareness of key customer service values
Excellent working knowledge of various CRM tools and telephone systems
Excellent communication and presentation skills
Knows how to craft responses and do meaningful conversations
Clear and concise communicator with effective verbal communication skills
Strong written, verbal, and interpersonal skills with the ability to communicate with colleagues and clients at all levels
The ability to take initiative and work independently as well as seek direction
Ability to multitask in a hectic role, while ensuring the highest levels of accuracy across all open items