Job Description:
- Provides customers with information that is specialized and communicated in warm empathetic manner.
- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
- Identifies customer needs by referring to case notes, examining each as a specific case
- Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.
- Provides customers with information that is specialized and communicated in warm empathetic manner.
- Gathers all necessary information to update the database
- Explains company policies to customers as required
- Guides end-to-end resolution of customer issues, seamlessly and efficiently
- Supports and mentors less experienced team members. Acts as a technical expert in an area with developed skillset in a range of processes, procedures, and systems.
- Serves as a team head and may allocate work.
- Performs other duties as assigned
- Complies with all policies and standards
Work location: One E-com MOA Complex, Pasay (ONSITE)
Work schedule: Shifting
Employment type: Full-time permanent/ probationary