Deskripsi Pekerjaan
About EXL Services
EXL Services is a global leader in operations management and digital solutions, helping businesses across industries enhance their customer experience and streamline their operations. With a strong and growing presence in the Philippines, we are deeply committed to providing a world-class work environment and fostering career growth for top local talents.
The Role: Customer Service Representative
We are urgently hiring enthusiastic and dedicated Customer Service Representatives to join our dynamic team at our state-of-the-art facility located in the iconic Mall of Asia (MOA) Complex, Pasay City. This is a fantastic opportunity to launch or significantly accelerate your career in the thriving BPO industry. You will be supported by a collaborative management system and a culture that recognizes and rewards hard work.
As a Customer Service Representative, you are the voice of our brand. You will handle inbound calls and written correspondence from customers, addressing their inquiries, resolving their concerns, and providing accurate information about our clients' products and services. Your ability to listen, empathize, and solve problems will ensure that every customer interaction is positive and lasting—truly making you an ambassador of exceptional support.
What We Offer:
- Highly competitive base salary plus lucrative performance bonuses and incentives.
- Comprehensive HMO coverage with dependent benefits available on Day 1 of employment.
- Paid world-class training and continuous upskilling programs to keep you at the top of your game.
- Prime office location at MOA Square, Pasay City, highly accessible to various commuting options, restaurants, and retail hubs.
- Clear and structured career progression paths to Team Leader, Quality Analyst, Trainer, and other corporate roles.
- Engaging company events, team building activities, and a supportive, diverse team culture.
If you are driven, articulate, and ready to make a difference, apply to EXL Services today and jumpstart your global career right here at the heart of Pasay City!
Tanggung Jawab
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, ensuring prompt and professional responses.
- Diagnose customer issues and provide effective solutions or escalate to appropriate departments to ensure resolution.
- Accurately document all customer interactions, transactions, and feedback in the company's Customer Relationship Management (CRM) system.
- Maintain a deep understanding of client products, services, and policies to deliver accurate information.
- Meet and exceed key performance indicators, including Customer Satisfaction (CSAT) scores, Average Handle Time (AHT), and First Call Resolution (FCR).
- Identify opportunities to upsell or cross-sell products and services based on customer needs.
- Collaborate with team members and supervisors to continuously improve service delivery and contribute to a positive work environment.
- Adhere to company policies, quality standards, and schedule requirements.
Kualifikasi
- Must be at least a Senior High School Graduate (K-12). Associate or Bachelor's Degree is an advantage.
- Excellent verbal and written communication skills in English.
- At least 6 months of BPO or Customer Service experience is preferred, but fresh graduates and career shifters with strong potential are highly encouraged to apply.
- Must be willing to work onsite at the Mall of Asia (MOA) Complex, Pasay City.
- Flexible with shifting schedules, including night shifts, weekends, and holidays.
- Proficient in basic computer applications (MS Word, Excel, Google Suite) and typing.
- Strong active listening skills, empathy, and a genuine desire to help customers.
- Can start immediately or within 30 days.