Deskripsi Pekerjaan
Are you ready to take your customer service career to the next level? Concentrix, a global leader in customer experience solutions, is seeking a dedicated and enthusiastic Customer Service Representative (Ticketing Account) to join our dynamic team in Makati City. We empower our employees with state-of-the-art technology and award-winning, top-tier training to ensure your long-term success and career growth.
In this role, you will be the friendly, expert voice for customers seeking assistance with ticketing inquiries for world-class events. From providing event schedules and seat availability to processing orders, exchanges, and resolving concerns, you will deliver an exceptional service experience that keeps our clients coming back for more. If you thrive in a fast-paced environment and love helping people, this is the perfect opportunity for you to build a rewarding career in the BPO industry.
Why join Concentrix? We offer a competitive compensation package, a vibrant and supportive work culture, HMO benefits, and unparalleled growth opportunities. Don't miss the chance to work with a global industry leader right here in the heart of Makati City!
Tanggung Jawab
- Manage inbound calls, emails, and chats from customers regarding ticketing inquiries for various events and venues.
- Provide accurate and timely information on event schedules, pricing, seat availability, and promotions.
- Process ticket purchases, exchanges, upgrades, and refunds efficiently and accurately.
- Identify opportunities to upsell premium packages, VIP experiences, and add-on services.
- Resolve customer complaints and issues with professionalism and empathy, ensuring a positive resolution.
- Maintain detailed records of customer interactions in the company's CRM system.
- Achieve key performance indicators (KPIs) including customer satisfaction scores, call quality metrics, and productivity targets.
- Collaborate with team members and leadership to continuously improve service delivery and processes.
Kualifikasi
- At least Senior High School Graduate (SHS) or equivalent; College graduates are preferred.
- Must have at least 1 year of Customer Service experience in a BPO or contact center environment.
- Excellent verbal and written English communication skills.
- Strong computer navigation skills and proficiency in Microsoft Office applications.
- Willingness to work onsite in Makati City on shifting schedules, including nights, weekends, and holidays.
- Proven ability to handle stressful situations with patience and a customer-first mindset.
- Prior experience in a ticketing, travel, or hospitality account is an advantage but not required.