Customer Service Representative III - Paco Manila

Responsibilities

• Call handling
• Answers calls to address customer concerns
• Adheres to proper procedures in dealing with customers as well as procedure for re-escalations for unresolved issues.
• Coordinates closely with supervisors (T3) to resolve customer concerns.
• Account training
• Attends training conducted to know Tier III responsibilities, additional tools, and proper department to contact for escalations.
• Attends conflict resolution training.
• 2nd Level Escalation Handling
• Coordinates with supervisors closely to resolve customer issues and concerns
• Handles escalations and resolves issues real time or within prescribed time
• Account-specific Scorecard (Adherence, QA, Hold, Transfer, Attendance, DA, etc.)
• Adheres to goals
• Ensures reliability (zero absences)
• Meets minimum Hold Time and Transfer Goals

Qualifi...