Job Location: Baguio City, Philippines
Job Requirements: Fluency in the English language is a MUST.
Interface with customers via inbound or outbound calls or the Internet for the purpose of passively (i.e.; order taking) or actively selling products and services.
Responsibilities include processing customer orders and sales;
providing and receiving various information;
up-selling client products plus handling miscellaneous customer service and general information calls via the phone or Internet.
Principal Duties and Responsibilities:
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem.
Meet customer requirements through first contact resolution.
Confirm customer understanding of the solution and provide additional customer education as needed.
Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Effectively transfer misdirected customer requests to an appropriate party.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance. Place and/or receive customer inquiries that may require deviation from a script or sales flow process.
Provide answers and/or advice to customers based on their particular requirements and customer profile.
Update customer records.
Troubleshoot, research and analyze customer problems with installation, billing, service upgrades/downgrades and disconnects.
Conduct needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs.
Maintain broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.
Education & Professional Certifications:
High school diploma or equivalent experience.
Knowledge of basic computer operations. Willingness to rotate shifts, as needed. Ability to learn. Courteous with strong customer service orientation. Dependable with proficient attention to detail. Good listening and responding skills. Possess a drive to achieve as well as insight into self and others. Good sales skills with the ability to be flexible. Environment, Physical & Other Requirements: Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
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