BPO Customer Service Representative

• Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support
• Respond to customer inquiries in a pleasant, courteous, professional, and well-informed manner
• In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system
• Analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry
• Adhere to established escalation procedures when mitigating complaints/escalations on the first contact
• Remain current on program information and business initiatives, as well as corporate products and processes
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions
• Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures
• Accurately complete appropriate documentation for each transaction
• End each call by completing all required activity in order to fulfill customer requests

• Minimum 1 year experience in BPO Industry
• Strong and developed communication skills
• Excellent command of English and professional telephone manner and literacy required
• Demonstrated ability to exercise appropriate analytical and judgment skills required in dealing with moderately complex procedures and situations when dealing with customers
• Must be willing to be trained and work on site
• Must have flexibility and willingness to move between various shifts, available to work in a 24/7 Environment
• Working knowledge of PCs, and strong keyboarding skills
• Demonstrated ability to implement change efforts
• Positive attitude and demonstrated ability to get along with others
• Amenable to work in Eastwood Libis, Quezon City

Experience with Financial account in BPO Industry is an advantage but not required

• HMO Benefits
• Employee Assistance Program
• Paid Vacation Leaves (VLs) and Sick Leaves (SLs)
• Yearly Appraisal
• Career Growth Opportunities
• Rewards and Recognition programs
• Referral Incentives
• Internal career advancement opportunities