General Duties
1. Responsible in the proper and timely handling of client's concerns
2. Adapt to rotating Shift Schedule (with GY Shift).
Detailed Duties
DUTIES AND RESPONSIBILITIES
1. Receive queries, requests, and complaints from clients via phone call
2. Provide appropriate response to clients and take appropriate action for each call
3. Provide proper validation and pre-screening of requests
4. Coordinate with appropriate resource for resolution of urgent concerns
5. Analysis and handling of critical accounts with complaints
6. First call resolution by:
coordinating with Department Managers of concerned units
monitoring of escalated complaints
outbound calls to buyers to provide feedback on their concern
7. Assist calls of representatives handling VIP accounts
8. Follow up customer calls where necessary
9. Protect sensitive information that must not be disclosed to Clients/Non-Clients/Sellers
10. Document all call information according to standard operating procedures
11. Endorse completed tickets to immediate superior for proper review
12. Endorse completed tickets to the Concerned Departments/Units (at least after one year of service)
13. Ensure 100% accuracy of all encoded information in the system, as authorized
14. Reply to emails within at least 72 hours from receipt
15. Participate effectively in team meetings
16. Perform other duties and functions that may be assigned from time to time by the Management
Professional Eligibility
Skills
1. Communication - Effectively converses, listens, comprehends, and provide accurate information and feedback using oral and written communication skills
2. Problem Solving/Decision Making - Exhibits good analytical skills and explores alternative solutions to reach sound judgement. Confidently demonstrates readiness to make decisions.
3. Customer Focus - Values the importance of delivering high quality service to internal and external customer in a responsive manner takes initiative and acting upon delegated tasks proactively
4. Emotional Fortitude - Cooperates and collaborates with colleagues works in partnership with others. Readily accepts new information and changes in the workplace adjusts behavior in order to relate well to people from varied backgrounds
5. Credibility/Integrity - Demonstrates honesty, trustworthiness and commitment in all forms of transactions.
Education
Graduate of any 4year course in any field (Business, Communication or Marketing).
Experience
Graduate of any 4year course in any field (Business, Communication or Marketing).
Responsibility
DUTIES AND RESPONSIBILITIES
1. Receive queries, requests, and complaints from clients via phone call
2. Provide appropriate response to clients and take appropriate action for each call
3. Provide proper validation and pre-screening of requests
4. Coordinate with appropriate resource for resolution of urgent concerns
5. Analysis and handling of critical accounts with complaints
6. First call resolution by:
coordinating with Department Managers of concerned units
monitoring of escalated complaints
outbound calls to buyers to provide feedback on their concern
7. Assist calls of representatives handling VIP accounts
8. Follow up customer calls where necessary
9. Protect sensitive information that must not be disclosed to Clients/Non-Clients/Sellers
10. Document all call information according to standard operating procedures
11. Endorse completed tickets to immediate superior for proper review
12. Endorse completed tickets to the Concerned Departments/Units (at least after one year of service)
13. Ensure 100% accuracy of all encoded information in the system, as authorized
14. Reply to emails within at least 72 hours from receipt
15. Participate effectively in team meetings
16. Perform other duties and functions that may be assigned from time to time by the Management
