Customer Service Representative

transcosmos (TCIS) (Taguig, Philippines) 7 days ago

Transcosmos are a $2b global BPO company which employs 45,000 amazing people in over 35 countries, and are ranked #1 BPO in Japan!

Summary of the Job:

You will handle inbound and/or outbound customer contacts for the project including questions on products and Customer Support including billing and rate plan questions and changes, customer retention, up-sells, data product and service technical support, troubleshooting, sales and addition of new lines of service.


Job Summary

As a Customer Service Representative, you will be primarily responsible for providing frontline customer support, technical support and e-commerce after-sales service via phone, chat and/or email. You will provide information about products and services, help with processing orders, respond to customer complaints, and process returns.

A Customer Service Representative is a role where you efficiently help customers, you are flexible problem-solver and are confident at troubleshooting. You investigate if you do not have enough information to resolve customer complaints. At the same time, you are patient, empathetic, and very communicative with others. a Customer Service Representative has at least basic computer skills and the capacity to stay focused in a busy work environment.

Key Tasks and Responsibilities

  • Responsible for handling customer support and technical-support related questions of customers and partners
  • Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer
  • Help customers with information about the products and services, using relevant call handling protocols outlined in the Procedures
  • Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interaction
  • Assist customers or escalate service related issues to the appropriate department in accordance to the client’s processes and procedures
  • Ensure compliance to customer Data Privacy and Security Policy
  • Communicate positively with team members, customers, and other partners
  • Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
  • Computer knowledge including Social Media platforms and Internet
  • Technically savvy with smartphones and smartwatches
  • Zendesk (or similar CRM platform)
  • SAP
  • Customer Care experience at least 6 months
  • Positive and enthusiastic personality and approach to work
  • Ability to take right decisions, strong sense of ownership and accountability
  • Ability to apply creativity to resolving problems
  • Organised, accurate, with ability to multi-task
  • Excellent written and verbal communication
  • Willing to learn new skills and grow with the company
  • At least High school diploma or equivalent
  • Previous experience in SSC/BPO and Customer Service nice-to-have
  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
  • German / French / Italian / other as required (at least C1)

Skills / Attributes Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical:

  • Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
  • Computer knowledge including Social Media platforms and Internet
  • Technically savvy with smartphones and smartwatches
  • Zendesk (or similar CRM platform)
  • SAP

Behavioral:

  • Customer Care experience at least 6 months
  • Positive and enthusiastic personality and approach to work
  • Ability to take right decisions, strong sense of ownership and accountability
  • Ability to apply creativity to resolving problems
  • Organised, accurate, with ability to multi-task
  • Excellent written and verbal communication

Willing to learn new skills and grow with the company

Qualifications [EDUCATION and/or EXPERIENCE]

  • At least High school diploma or equivalent
  • Previous experience in SSC/BPO and Customer Service nice-to-have

Languages

  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
  • German / French / Italian / other as required (at least C1)

Other Duties:

The Job holder may be required to undertake other duties according to the needs of the organisation. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with before any variations to the job description are made.


Requirements

  • At least High School graduate
  • 2 yrs+ BPO/Customer Service experience (ideally for a Telco account)
  • Excellent English communication skills
  • Highly customer-focused with a good understanding and working knowledge of product support
  • Customer oriented and enthusiastic
  • Flexible to work on a shifting schedule (24/7 support)

Benefits

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward of our staff with great benefits including:

  • Great compensation packages
  • HMO/Medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential
  • And much much more!


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