Customer Service Representative - US Tier 1

Datamatics Careers- Philippines


Date: 1 week ago
City: Angeles City
Salary: ₱22,000 - ₱25,000 per month
Contract type: Full time
Key Responsibilities

  • 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, develop rapport, and expresses appreciation.
  • Use clear and concise case documentation.
  • Escalates complex issues appropriately.
  • Ability to comprehend issue(s) and try to resolve 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.

    • Qualifications & Desired Skills

    • Proficient computer skills and experience with MS Office
    • Excellent communication (written and verbal) skills.
    • Good comprehension skills
    • Previous call or contact center experience, 3 6 months.
    • Flexible to work multiple shifts, including weekends.
    • Can handle multiple tasks.
    • Coachable, Proactive, Quick learner, Collaborative
    • Experience with Gladly or other ticketing system like Zendesk, SAP, Shopify, MS Office preferred.

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