ALABANG CUSTOMER SERVICE REPRESENTATIVE
Core
Handle incoming customer queries via phone, email, chat, or social media to provide accurate information, resolve complaints, and maintain customer records.
Role type
customer service representative (voice)
Builds
customer satisfaction and retention for global enterprises
Domain
customer service / BPO
Deliverable
client delivery
Required skills
customer care, customer experience (CX), online customer support, technical support, speech analytics, fraud detection, sales support, third level support, virtual administrative support, voice-user interface
Preferred skills
COPC certification, Professional Customer Service certification
Responsibilities
Handle incoming customer queries via phone, email, chat, or social media; Provide accurate and timely information to customers regarding products, services, or policies; Resolve customer complaints efficiently and escalate issues when necessary; Follow standard operating procedures (SOPs) and company guidelines; Maintain documentation and update customer records accurately in the CRM or relevant databases; Analyze customer problems and provide appropriate solutions or alternatives; Coordinate with other departments like technical support, billing, or logistics for issue resolution; Ensure high-quality customer interactions by adhering to quality standards; Accurately enter and maintain customer data; Prepare reports on customer feedback, issues, and service efficiency; Identify opportunities to upsell or cross-sell products or services; Foster positive relationships with customers to enhance customer loyalty; Gather customer feedback and relay it to relevant teams for product or process improvement; Suggest improvements in customer service processes based on customer interactions.