Position Title: Customer Experience Associate II - Financial Fraud Account
LOBs: pure voice (calls)
Work location: One E-com MOA Complex, Pasay (ONSITE)
Work schedule: Shifting
Employment type: Full-time permanent/ probationary
Other benefits: 13th month, statutory benefits, HMO, group life insurance, leave credits
Job Description:
- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
- Identifies customer needs by referring to case notes and examining each as a specific case.
- Performs routine call center activities concerning business products and services.
- Uses standard scripts and established guidelines and under supervision, to meet SLAs.
- Provides customers with information that is specialized and communicated in a warm empathetic manner.
- Gathers all necessary information to update the database.
- Escalates issues to senior levels, based on complaints or concerns.
- Explain company policies to customers.
- Performs other duties as assigned.
- Complies with all policies and standards.