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Customer Service Representative at Qualfon · Dumaguete
Skills
Job Description
Overview
About the Company
At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better.
Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.
Responsibilities
Job Summary
Main objectives and duties:
1. Call/Email/Chat Handling
Resolve product or service problems by accurately understanding the customer’s issues.
Determine the cause of the problem, selecting the best solution to the problem and explaining to the customer the resolution
Answer product and/or service questions or concerns
Troubleshoot technical issues using all available tools
Process customer orders and purchase of products and services
Escalate to appropriate departments to expedite resolution of customer’s issue
Provide exceptional customer service experience
2. Complete Documentation
Create or update customer information in the client database during and after each call
Create accurate records of every customer transaction or interaction accurately, timely and professionally.
Update customer information following the established client guidelines
Comply to client and PCI guidelines in handling customer information
3. Adherence to established internal and client guidelines
Maintain a high level of professionalism when dealing with customers and clients
Establish positive relationship with every customer
Follow established weekly work schedules
Provide timely feedback to noticeable patterns of customer concerns
4. Career Path and other account trainings
Attend upskill trainings to enhance skills applicable to tier level
Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures
Be receptive on any changes in company and client policies
5. Performance Results
Adheres to operation/tier level performance goals
Meets minimum goal on performance scorecard
Adheres to client Zero Tolerance Policy (ZTP)
Zero findings on client audits
Qualifications
Minimum Qualifications
At least Sr. High School graduate (or high school graduate in old curriculum), vocational degree of any course, or its equivalent
Good English communication skills (verbal and written)
Basic knowledge in computer navigation and MS Office applications
Strong interpersonal and relationship-building skills
Skills Required
Prior work experience is not necessary, but formal training is needed to enable the job incumbent to perform the job satisfactorily.
Effective communication skills
Computer navigation skills
Customer service orientation
Active listening Skills
Problem solving Skills
Technology skills (job-related technical skills)
Additional Information
EQUAL OPPORTUNITY STATEMENT: QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as covered veteran, uniformed servicemember status, and any other characteristics protected under applicable federal, state or local law.