Job Purpose
Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position is to provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.
Minimum Requirements:
At least completed second year in college or vocational course or undergraduate.
Minimum of 6 months BPO experience
Experience in Customer Service, Sales, Billing, Collections, and Technical Support is preferred but not required
With Excellent English Communication (Oral and Written)
Experience on the phone, email, and live chat support is preferred but not required
Has strong verbal and written communication and comprehension skills
Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
Resourceful, able to multitask, and has high attention to details
Self-motivated and able to work independently as well as contribute to cross-functional and global teams
Flexible and can quickly adapt to adjust to frequent process and information changes
Can work under pressure
Preferred Requirements:
Ability to show empathy
Proven track record of delivering results in a high-pressure environment
Well-developed commercial acumen, negotiation, and influencing skills
Strong attention to detail, a mature positive, and a strong work ethic
Take ownership of the customer's assistance request to find a solution to meet the customer's circumstances
Capacity to work with people in crisis and an understanding of the behaviors of people who are experiencing significant personal crisis
Strong written and oral communication, conflict management, negotiation, interpersonal and customer service skills, and the ability to advocate on behalf of others
Demonstrated ability to work effectively in a team environment maintaining collaborative relationships with internal and external stakeholders that include government and other community service providers.
Effective and demonstrated organizational, time management, and problem-solving skills with the ability to manage and meet the demands of multiple tasks and competing priorities.
High level of professionalism including the confidential management of all organizational and client information.
Previous experience in Collections and/ or hardship campaigns (preferable)
