Experienced Customer Service Representative, Manila Philippines

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: 

 

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. Escalations Handling 

• Coordinates with supervisors closely to resolve customer issues and concerns 
• Handles escalations and resolves issues real time or within prescribed time 

 

3. 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 

4. 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 

5. Career Path and other account trainings 

• Attend training conducted to know higher tier responsibilities, additional tools, and proper department to contact for escalations. 
• 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 

6. 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 
• At least 6-months to 1-year work experience in a call center company is required. 
• Good verbal and written communication skills 
• Basic knowledge in computer navigation and MS Office applications 
• Strong interpersonal and relationship building skills 

Skills Required 

• Customer Service Orientation 
• Active listening Skills 
• Problem Solving Skills 
• Effective Communication 
• Teamwork and Collaboration 
• 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.