Customer Service Representative - US Tier 1
Customer Service Representative - US Tier 1
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₱ ₱ 22000 - 25000
1 Vacancy
Job Description
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.
- HMO Day 1
- Group life insurance upon regularization
Employment Type
Full Time
