Customer Service Representative 1

Arvato


Date: 1 day ago
City: Lapu-Lapu City
Contract type: Full time
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Position Summary:Responsible for providing industry-leading customer service while meeting the quality and schedule expectations of the company’s customers. Assists in the development, implementation and support of operational policies and procedures that facilitate the attainment of departmental and organizational goals.Overall Responsibilities:

  • Nurturing high-end clientele and be contact person for status of application and orders, billing issues, customer profiles, program and campaign information
  • Answers telephone, e-mail, fax, letter, chat and newsgroup inquiries posed by customer
  • Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations)
  • Assists customers in enrollment process including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer
  • Takes orders over the phone for replacement materials
  • Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines
  • Processes and investigates returns
  • Updates and maintains Contact Management System Software
  • Contacts customers for marketing, survey and follow up purposes
  • Performs necessary job costing functions. Enters manual orders into ERP system
  • Captures and documents customer complaints
  • Keeps abreast of program changes and informational updates
  • Works with Microsoft and Vendor owned tools and websites
  • Complies with company set procedures
  • Supports account’s specific programs
  • Assists in developing and streamlining proceduresEssential Job Functions:
  • Ability to make independent decisions
  • Excellent organizational skills and follow through discipline
  • Excellent written and oral communication skills in English or the language being supported
  • Excellent listening and comprehension skills
  • Ability to work with complex procedures and program guidelines
  • Basic familiarity with PCs, including MS Windows Operating System and the Internet
  • Basic knowledge of Microsoft Word, Access, Excel, e-mail
  • Independent worker, a self-starter, detail oriented and analytical
  • Excellent typing skills
  • Problem solving skills
  • Upselling skills
  • Requires the use of office equipment such as multi-line telephone systems, fax machine, copy machine
  • Requires the ability to work long hours and endure stressful conditions
  • Required to effectively communicate and work with professionals in other departments and customers, which may lead to independent decision making
  • Capacity for Complexity – Due to the depth of business rules surrounding programs, CSRs must have the ability to grasp and retain complex program rules
  • Problem Solving/Critical Thinking – As many issues will require detailed research in different tools, CSRs must be able to solve difficult customer issues using multiple information sources and be able to relate different data points together in context of the problem
  • Communication skills – Given the depth and breadth of the program, CSRs must be able to articulate complex concepts in a way that customers can understand them. Also, given the maturity of customers calling the contact center (senior executive management), CSRs must be able to converse with these individuals in a professional and business-like manner
  • Task Management/Self Management – Rather than closing each issue on the first call, many customer support scenarios will require that the CSR record some information from the customer, perform some research off-line and get back to the customer. This requires that the CSR be able to set and execute against expectations they set with their customer. Test

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