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MicroSourcing

CDO 2024 - Call Center Operations

MicroSourcing
Early Applicant
  • 2 days ago
  • Be among the first 50 applicants
Exp: 0-2 Years
Philippines

IT/Computers - Software

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Job Description

  • Customer Service Representative
Job Description:
  • Respond to clients and customers on questions and inquiries received via phone calls, chats, or email for support about products and services.
  • Identify ways to improve customer experience and resolve issues while utilizing company products, services, and support systems within established procedures.
  • Perform transactional tasks, such as admin work, taking inbound calls and making outbound calls for call centre type of tasks.
  • Process data entry work for new accounts, sites, and requests.
  • Meet customer satisfaction, efficiency metrics, and issue resolution targets, meet, and exceed client expectations.
  • Receive and follow instructions for provisioning of work for back-office work and call centre queues.
  • Escalate questions and issues to supervisor

  • Customer Specialist
Job Description:
  • Handle incoming customer inquiries via phone, email, chat, or in person, providing prompt and accurate responses.
  • Assist customers with product or service information, including features, pricing, and availability.
  • Guide customers through the purchasing process, offering support with order placement, payment, and delivery.
  • Resolve customer issues and complaints in a timely and effective manner, escalating complex cases to the appropriate department when necessary.
  • Document and track customer interactions and resolutions using the company's CRM system.
  • Follow up with customers to ensure their issues have been resolved to their satisfaction.

  • Team Manager
Job Description:
  • Lead, motivate, and manage a team ensuring that they meet performance targets and deliver high-quality work.
  • Conduct regular team meetings to discuss performance, provide feedback, and address any issues or concerns.
  • Set clear goals and expectations for team members, and monitor their progress through performance evaluations.
  • Monitor team performance metrics and KPIs, providing coaching and support where necessary to achieve desired outcomes.
  • Identify training and development needs within the team and facilitate appropriate training programs.
  • Handle any disciplinary issues in accordance with company policies.

More Info

Industry:IT/Computers - Software

Function:Customer Service

Job Type:Permanent Job

Skills Required

Team Management
CRM
Customer Satisfaction
Outbound Calls
Supervision
Data Entry
Issue Resolution
Training And Development

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Date Posted: 28/11/2024

Job ID: 101717107

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About Company

MicroSourcing
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Founded in 2006, we pioneered a new way of offshoring. This model involves setting up an overseas division of your company and getting a local specialist to handle facilities, IT, labor laws, recruitment and HR, while you retain control over quality and productivity. Today, we&#8217&#x3B;re still one of the largest and most experienced offshoring providers in the Philippines, with 400+ active clients and 6,000+ employees. We operate within purpose-built, class-A facilities that are strategically located for access to Manila&#8217&#x3B;s most talented people. We&#8217&#x3B;re backed by our Australian parent company, Probe and we&#8217&#x3B;re ISO certified.

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