Customer Service Representative - Tier 1 AU

Datamatics Careers- Philippines


Date: 1 week ago
City: Angeles City
Contract type: Full time
  • Answer all inbound calls/chats/emails within SLA
    • Meets QA requirements (90+ score consistently), productivity (min. of 50 tickets), CSAT (4 stars min. and 20% Response Rate) and other key performance metrics (70% - FCR, 6.5 minutes AHT, <10 seconds ASA, attendance)
  • Courteous, shows empathy, develops rapport, and expresses appreciation.
  • Use clear and concise case documentation.
  • Escalates complex issues appropriately.
  • Ability to comprehend issue(s) and try to resolve them on first contact.
  • Uses appropriate macros per workflow.
  • Uses appropriate grammar, sentence structure, or syntax.
  • Drives daily actions based on discussion & guidance from Team Lead
  • Basic product knowledge, able to search product info on partner portals (Amazon, Walmart, Wayfair, etc.)
  • Work with multiple internal departments and BPO partners to resolve customer issues.
  • Good product knowledge and ability to improve over time.

    • Snapshot of Your Impact

    • By 3-month mark: Comfortable in handling front-line customer calls, chat, and email contacts with minimal support.
    • By 6-month mark: Can analyze and recognize trending customer service issues and confidently de-escalate customer escalations. Exceeds KPI expectations.
    • By 12-month mark: Fully functional. Contributes ideas and strategies to improve customer service delivery. Can confidently make decisions on product replacements and refunds.


    Required Skills, Experience, And Qualifications

    • Proficient computer skills and experience with MS Office
    • Excellent communication (written and verbal) skills.
    • Good comprehension skills
    • Good documentation skills
    • Previous call or contact center experience, 3 6 months.
    • Flexible to work multiple shifts, including weekends.
    • Can handle multiple tasks.


    Preferred Skills, Experience, And Qualifications

    • At least a high school graduate
    • Experience with Gladly or other ticketing systems like Zendesk, SAP, Shopify, and MS Office preferred.
    • Amendable to work on dayshift schedule
    • Willing to work onsite in Clark Center, Bethaphil
    • Coachable
    • Proactive
    • Quick learner
    • Collaborative

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