CALL CENTER AGENT

COSTUMER SERVICE REPRESENTATIVE

Calls Management

• Responsible for receiving calls, taking orders, answering the customer’s inquiries, technical services and/or installation requests from Customer/DSP (Distributor Sales Personnel).
• Should have very good telephone etiquettes and can handle all calls during operations
• Directly involved in the order taking and order placing process while dealing with customer requests and orders, courteously, efficiently and promptly.
• Should have good knowledge of LPG Products and services and ongoing promotions of the products
• Should be able to provide recommendations and suggestions to customers upon request of deliveries
• Be knowledgeable of all services, facilities and products offered by the Gasmate LPG Inc.
• Consider the satisfaction of all customers by ensuring prompt, courteous and efficient service at all times.
• Display excellent conversation skills and selling techniques at all times.
• Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to customers.
• Report positive and constructive customer’s feedback to the manager.
• Promptly handle customer’s queries, complaints and all issues in a professional manner. 

• Responsible for using GDP to verify whether the customer is an existing customer or a new customer. Standard order handling time: 3 minutes
• Responsible for enrolling new customer to the GDP for recording/profiling.
• Order-Taking CSR fills up all necessary details into GDP customer details. After enrollment, CSR verifies/recaps the details to the customer before submitting the registration.
• Receiving order: For existing customer, verify all information on existing record and update the information if needed.
• Receive order from the customer – item and quantity. Verify availability of product or service.
• Order-Taking CSR summarizes and recaps order details of the customer to avoid miscommunication.
• Sales predicted order: Check the ‘Predicted Orders’ to view all customers that are expected to order within the day. Details can be seen in the interface: Order date, Customer, Last order and Frequency
• Once the predicted order is reviewed and verified, it is the responsibility of the Order taking CSR to initiate calls and start serving the customer by promoting/selling the products suited to their needs
• Order taking CSR will conduct Customer survey once they completed the order and to check out about our delivery services and to measure customers satisfaction.
• Resolve products or service problems by clarifying the customer's complaint; determining the cause of the problem; expediting correction or adjustment; following up to ensure resolution.

• Submit reports and other required data on time.
• Read, analyze, and interpret general invoices, delivery sheets, and technical procedures, write reports, and complete time sheets.
• Ability to manage schedules and inventory 

• Order taker verifies cash count versus declared cash from the deposit slip.
• Order taker signs Deposit Authorization slip after verification of cash
• Deposits cash at vault 

• Able to perform all duties and tasks per the tasks required by the management
• Assist the department to drive customer satisfaction by providing consistent guest experiences.
• Ensure that the place of work and surrounding area is kept clean and organized at all times.
• Ensure proper appearance and grooming while on duty.
• Perform any other assigned reasonable duties and responsibilities as assigned.