CUSTOMER SERVICE REPRESENTATIVE III

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.

Job Summary

Main Objectives:

1. Call handling

• Answers calls to address customer concerns
• Adheres to proper procedures in dealing with customers as well as procedure for re-escalations for unresolved issues.
• Coordinates closely with supervisors (T3) to resolve customer concerns.

2. Account training

• Attends training conducted to know Tier III responsibilities, additional tools, and proper department to contact for escalations.
• Attends conflict resolution training.

3. 2nd Level Escalation Handling

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

4. 91% Average Scorecard (Adherence, QA, Hold, Transfer, Attendance, DA)

• Adheres to goals
• Ensures zero DA within 6 months (Max)
• Ensures zero Absences
• Meets minimum Hold Time and Transfer Goals

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 work experience in a call center company, 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
• 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.