Contact Center Executive / Customer Service Representative (CSR)

Work Setup:Onsite;Location:Sheridan Business Center, Mandaluyong

Work Schedule:Dayshift

Employment status:Perm/Project-based;Start Date:ASAP

Qualifications:

• Must be a Bachelor's Degree Graduate of any course.
• Ability to clearly communicate in both spoken and written English.
• Has at least 1 year of voice account experience.
• Insurance experience is preferred but not essential as full training will be provided.
• Experience working within a contact centre / call centre is preferred (voice, email or live chat).
• Demonstrates experience of being able to multitask.
• Demonstrates experience maintaining patience and empathy when dealing with challenging customers.
• Demonstrates experience listening clearly and being able to solve problems for customers.
• Ability to remain calm in stressful situations.

Responsibilities:

• Handling inbound / outbound calls, live chats and emails ensuring adherence to performance measures set within your respective team.
• Being able to multitask and handle concurrent enquiries is a key requirement for this role.
• Listening and understanding clearly what the customer needs during their enquiry / interaction and handling in an efficient and emphatic way ensuring that enquiries are closed first time demonstrating both EQ & common sense.
• Ability to communicate in a simple language that the customer understands without missing key technical details.
• While calls, emails & chats have scripts and templates to help manage the response to customers we need to ensure that common sense and personal judgement are made on the answers provided to customers.
• Participate in service improvement initiatives where applicable and drawing upon service experience to identify points of pain or opportunity to be able to improve our service.