Job Objective ( LOKAL ACCOUNT ) TAGALOG/BISAYA
Responsibilities
The Customer Service Specialist for Non Voice are highly motivated individuals who can perform well in a fast paced environment. An excellent communicator using different communication channels. Being detail oriented and critical thinking is also a must in becoming a successful CS Non Voice Specialist This role is primarily responsible in handling non voice tickets received from users via different platforms. This role is important so we can provide 5-star customer service in all customer interaction, since this is key to continuously grow our brand. This Specialists play a key role in this goal as we are tasked to:
- Be the frontliner to receive all user concerns
- Gather user information and facilitate initial investigation to understand the issue
- Resolve user concern that are within CS scope of support
- Escalate user concern that needs assistance from relevant department
- Follow up resolution and update user of any progress regarding their concern
- All user interaction by CS Non Voice Specialist is processed through company assigned CRM. - These interactions are recorded to monitor service delivery and individual performance against KPI.
III. Key Responsibilities (will be advertised in our Job Boards)
- Receive customer information through various Non-Voice channels: Social Media, Email, Text Message
- Support and handle any arising issues for customers and drivers during the service process
- Provide consulting, answers, and solutions to customer and driver inquiries or complaints related to XanhSM products and services
- Conduct surveys to gather feedback, and assess customer satisfaction regarding product quality, services, and after-sales programs
- Implement sales and customer service programs according to plan (promotions, loyalty programs, etc.)
- Record and report customer feedback, proposing timely and effective solutions
- Perform other duties and tasks as assigned by the direct manager based on organizational needs and evolving business requirements
Qualifications
IV. Job Requirements
- Communication Skills
- Excellent verbal and written communication skills using English and Filipino Language.
- Ability to use different Filipino dialects (Bisaya, Ilocano, Kapampangan, etc.) is a plus.
- Work Experience
- With at least 2 years of experience with customer service industry is required with following background:
- Experience in call center / BPO industry handling customer concerns
- With background related to transportation service, logistics or any related fields
- Educational Background
- Must be at least a Senior High School Graduate or higher educational attainment.
- Work Set Up
- Amenable to 100% work on site and flexible to shifting schedule.
- Amenable to working during weekend and holidays.
- Other Skills Required
- Ability to multitask, prioritize and properly document case details
- Ability to use office tools such as (Microsoft Office, Google Suite, etc.)
- Critical thinking in resolving user issues and has the ability to adapt to fast paced environment
