Customer Care Representative (Iloilo Based)

Position Title: Customer Care Representative

Work Base: Iloilo City

Qualifications: Graduate of 4-yr course good analytical and communication skills

Project Details:

• Responsible for addressing and monitoring the status of the various types of customer inquiries that are coursed through Customer Care (ie: inbound and outbound calls, walk-in, e-mail, fax, SMS, etc.)

Tasks, Duties & Responsibilities:

Call Handling Activities

• Address customer issues, assuring that contract service levels and objectives are met
• Manage and respond to inquiry traffic via all available channels (calls, mobile phone calls, emails, etc.)
• Provides basic information to customers on accounts, orders, payments, products, and services
• Performs order-taking functions and initiate order requisitions, as may be required
• Complete fulfilment and distribution of customer orders and/or documents
• Conduct outbound calls, as required, for purposes such as polling, customer satisfaction, appointment reminders, product sales, etc.
• Maintain strict confidentiality of sensitive information incompliance with the Data Privacy Act.
• Prepares consolidated reports that may be required by the business
• Transfer and/or take messages in a manner that communication is accurate, complete and timely.

• Ensures proper escalation of complex inquiries to immediate supervisor and/or service providers
• Initiates lead generation type of activities (ie: cross selling, up selling)

Non-Call Handling Tasks

• To accomplish accurately and completely non-call tasks (ie: special assignments, encoding of orders, email inquiries, etc.)
• Utilize prescribed CRM tool to document, process, and/or track all customer data and follow-up
• Ensures accurate processing of transactions
• Participate in call calibration sessions with team members and perform internal calibration review
• Actively participate in all training programs and team meetings, willingly learn and implement new procedures, and incorporate feedback
• Contribute to the overall efficiency and effectiveness of the team by performing all other duties as assigned

Creation of ad hoc task and/or other tasks, duties and responsibilities that may be assigned by the team leader from time to time whenever necessary.