CHAT SUPPORT - CUSTOMER SERVICE REPRESENTATIVE (CS-CSR 1) (01UQ7)

Mandaluyong, Metro Manila, National Capital, Philippines PH

INTRODUCTION:


At TeleTech, Customers are the life blood of our business. Understanding the importance of good customer service is essential for creating new customers, keeping loyal customers, and developing referrals for some of our future customers.  We strive to stay connected with our clients at all touch points, and to value their feedback in return. Without this ongoing connection, our business would fail. 


THE ROLE:

Your role as a Chat Support - Customer Service Representative (CS-CSR 1) is to field incoming e-mail or live chats from customers to address a variety of customer needs.  It is your role to handle customer complaints, process orders, and provide information about products and services.  You are the Customer Advocate who will take the lead in providing the best possible customer service experience while keeping the company’s business needs in perspective.

DUTIES AND RESPONSIBILITIES:

  • To resolve customer complaints via email or live-chat; identify and escalate priority issues
  • Provide exceptional customer service and resolve customer inquiries
  • Assist with placement of orders, refunds, exchanges; cancel or upgrade accounts
  • Take payment information and other pertinent information such as address and phone numbers; or to provide company information & services
  • Responsible for proper system set up and follow through on all customer requests
  • Responsible for responding in an efficient and professional manner
  • Follow up on customer requests for return phone calls, where necessary
  • Meet expectations regarding productivity as defined by the company
  • Ensure compliance with all company and departmental policies, procedures, and guidelines
  • Ensure active and appropriate engagement on continuous improvement opportunities
  • Manage multiple tasks and prioritize work responsibilities while maintaining attention to details
  • Compile reports on overall customer satisfaction

SKILLS & COMPETENCIES REQUIRED:

  • Knowledge of principles and processes for providing good customer service.  This includes customer needs assessment and meeting quality standards for service.
  • Effective written English communication skills; can convey information effectively using proper grammar, spelling, and punctuation, while being precise and thorough
  • Proactively looks for ways to help people; ability to be polite, exude confidence, and use diplomacy in difficult situations.
  • Able to show empathy and patience in a non-scripted environment.
  • Able to work in a fast paced, high volume, changing environment.
  • Handles all customer interactions with a positive attitude; demonstrates initiative and creativity in identifying customer and business needs.

BASIC QUALIFICATIONS:

  • Has completed at least 2 years of college in any course (without back subjects)
  • Excellent English communication skills - required to use proper grammar, spelling, and punctuation
  • Required to speak with proper grammar, excellent enunciation, and a friendly tone of voice
  • Skillful in typing and 10-key
  • Proficient in Microsoft Office Applications (Word, Outlook, Excel) and Internet Explorer
  • Previous customer service experience is a plus

PRE-EMPLOYMENT REQUIREMENTS: (Please bring these documents when you apply)

  • Resume / Curriculum Vitae (CV)
  • ID Pictures - 2 pcs of 1x1                                              
  • Original copy of NBI Clearance (or photocopy of Receipt/Claim date)                       
  • Original copy of Police Clearance                                              
  • SSS (photocopy or E1 Form/E4 Form/E6 Form)                                                  
  • TIN with Tax Status (photocopy or Form 2316: ITR from previous employer)
  • PhilHealth (photocopy or Member’s Data Record
  • Pag-Ibig (photocopy or Member’s Data Form)                                     
  • Birth Certificate (From Civil Registry or NSO certified)

 

WHAT WE HAVE TO OFFER

 

  • Competitive compensation package including regular performance bonuses
  • Medical and dental coverage plus life insurance options
  • Pharmacy, transportation & rice benefits await those that qualify
  • TeleTech offers opportunities for career advancement, personal development and experiences meant to enhance the quality of your professional life
  • Immerse in personal development programs and continued skills enhancement through online and proprietary  TeleTech training curricula
  • Engage with your colleagues and build friendships through exciting promotions, events and activities

 

HOW TO APPLY

  • SMS.  Text 0936.528.7691 and request for a phone interview
  • Live Chat -  www.TeleTechJobs.com – http://www.teletechjobs.com/contact-us/get-live-help/
  • Online. Apply at www.TeleTechJobs.com via computer or mobile phone
  • Go Social.  Visit us at facebook.com/TeleTechPilipinas or twitter.com/TeleTechPinas
  • Walk In. Apply in person at TeleTech Pioneer Career Hub – 2nd floor, Robinsons Cybergate Plaza (Go Hotels Bldg.), EDSA corner Pioneer, Mandaluyong City (near Boni MRT Station). Be interviewed on the same day!


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