Deskripsi Pekerjaan
Are you a highly empathetic and articulate individual passionate about delivering exceptional customer experiences? Join our team as a Customer Service Representative, a pivotal role focused on enhancing customer satisfaction through proactive engagement. In this dynamic contract position based in Makati City, Metro Manila, you will be the voice of our brand, conducting vital Voice of Customer (VoC) surveys and performing essential service recovery calls.
Your mission will be to gather crucial feedback, address concerns with professionalism, and contribute directly to improving our overall customer journey. We are seeking a dedicated professional ready to make a significant impact by transforming potential challenges into positive interactions. If you thrive in a fast-paced environment, possess excellent communication skills, and are driven by a desire to exceed customer expectations, we invite you to apply. This role offers an exciting opportunity to utilize your interpersonal skills to build rapport, resolve issues efficiently, and play a key role in our continuous improvement efforts. Join us and become an integral part of a team committed to excellence in customer service and customer retention.
Your mission will be to gather crucial feedback, address concerns with professionalism, and contribute directly to improving our overall customer journey. We are seeking a dedicated professional ready to make a significant impact by transforming potential challenges into positive interactions. If you thrive in a fast-paced environment, possess excellent communication skills, and are driven by a desire to exceed customer expectations, we invite you to apply. This role offers an exciting opportunity to utilize your interpersonal skills to build rapport, resolve issues efficiently, and play a key role in our continuous improvement efforts. Join us and become an integral part of a team committed to excellence in customer service and customer retention.
Tanggung Jawab
- Conduct outbound Voice of Customer (VoC) surveys to gather insights and feedback on customer experiences and satisfaction levels.
- Execute service recovery calls with empathy and professionalism, addressing customer issues and resolving complaints effectively to restore trust.
- Document all customer interactions accurately and thoroughly in the CRM system, ensuring complete and up-to-date records.
- Identify recurring customer pain points and provide actionable feedback to internal teams for product, service, and process improvements.
- Maintain a high level of customer satisfaction by delivering professional, courteous, and efficient service in every interaction.
- Collaborate with cross-functional teams to escalate complex issues and ensure timely resolution for customers.
- Adhere to established company policies, procedures, and quality standards in all communication and service delivery.
Kualifikasi
- At least 1-2 years of experience in a customer service, call center, or client-facing role, preferably with outbound experience.
- Excellent verbal and written communication skills in English, with a clear and professional phone demeanor.
- Strong active listening, problem-solving, and de-escalation skills.
- Ability to empathize with customers, understand their needs, and provide appropriate solutions.
- Proficiency in using CRM software and other customer service tools.
- High school diploma or equivalent; a college degree is a plus.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Residing in or able to commute daily to Makati City, Metro Manila.