Deskripsi Pekerjaan
Are you ready to make a significant impact in a dynamic global organization? EXL Services, a Nasdaq-listed leader in business process solutions and analytics, is urgently seeking passionate and customer-focused individuals to join our expanding Customer Service Representative team in the vibrant city of Quezon City.
As a key member of our operations, you will be the frontline ambassador for our prestigious clients, delivering world-class support through voice, email, and chat channels. Your role is critical in solving complex issues, answering product and service inquiries, and ensuring every customer interaction is handled with empathy, efficiency, and expertise. At EXL, we don't just fill seatsâwe invest in people. You will receive comprehensive paid training, mentorship from industry leaders, and access to career pathways that can take you from CSR to Team Lead, Quality Analyst, or even into specialized corporate functions.
What we offer:
- Industry-leading compensation packages with night differential and performance bonuses.
- Day 1 HMO coverage with free dependent benefits.
- Prime office locations in Quezon City with state-of-the-art facilities.
- Promotion opportunities internally. We promote from within!
- A supportive management team focused on your wellbeing and professional growth.
- Fun company events, engagement activities, and a diverse, inclusive culture.
- Stable job security in a recession-proof industry.
If you are looking for a rewarding career where your voice is heard and your efforts are recognized, EXL Services is the place for you. Become an ambassador of exceptional support and start your journey with us today!
Tanggung Jawab
- Manage high-volume inbound calls, emails, and chats in a fast-paced environment.
- Provide accurate, valid, and complete information to customers by using the right methods and tools.
- Identify and assess customers' needs to achieve satisfaction and drive positive outcomes.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
- Meet personal and team qualitative and quantitative targets (CSAT, AHT, Quality).
- Document all interactions accurately in the company CRM and ticketing systems.
- Stay up-to-date with new products, services, and policies to provide knowledgeable support.
Kualifikasi
- At least a high school diploma (senior high school graduate) or college graduate. College undergraduates with relevant experience are also encouraged to apply.
- Excellent verbal and written communication skills in English.
- Previous experience in a BPO or customer service role is highly advantageous but not requiredâtraining will be provided.
- Strong problem-solving skills and the ability to think on your feet.
- Must be amenable to working onsite in Quezon City.
- Flexibility to work in shifting schedules, including nights, weekends, and holidays.
- Basic proficiency with computer applications (MS Office, internet browsing).
- Fresh graduates and career shifters are highly welcome to apply!