Deskripsi Pekerjaan
Are you looking to build a career with a global leader in digital transformation and customer experience? Sutherland is hiring Customer Service Representatives for our dynamic Telco account in Tarlac. We are seeking motivated individuals who are passionate about helping people and eager to grow in a fast-paced BPO environment.
As a CSR at Sutherland, you won't just be answering phones; you will be the voice of a major telecommunications brand, providing solutions and ensuring every customer feels heard and valued. We provide world-class training, a supportive culture, and a clear path for professional advancement. If you are ready to take the next step in your career with a company that invests in its people, we want to hear from you!
Tanggung Jawab
- Handle inbound inquiries regarding billing, technical support, and service upgrades for a major telecommunications provider.
- Provide efficient and accurate solutions to customer concerns to ensure a high level of customer satisfaction.
- Troubleshoot connectivity issues and guide customers through technical steps in a clear, patient manner.
- Document all customer interactions and transactions in the company CRM system with high accuracy.
- Achieve and maintain key performance indicators (KPIs) such as Average Handle Time (AHT) and Quality Scores.
- Escalate complex issues to the appropriate departments or supervisors when necessary.
- Promote relevant products and services to customers to enhance their overall experience.
Kualifikasi
- Completed at least two years in college or a Senior High School graduate.
- Excellent English communication skills (both verbal and written).
- Strong customer service orientation and the ability to build rapport quickly.
- Basic computer literacy and the ability to navigate multiple software applications simultaneously.
- Willingness to work in a shifting schedule, including graveyard shifts, weekends, and holidays.
- Analytical mindset with the ability to troubleshoot and solve problems effectively.
- Prior experience in a BPO or customer service setting is an advantage but not required.