ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Instructor Analyst WORK SETUP: Return to Office OVERALL PURPOSE: Facilitate new hire training, upskill/cross-skill sessions RESPONSIBILITIES:
Provide resolution to the customer based on process knowledge and training provided, utilizing the company’s internal CRM/mainframe systems and customer purchase orders
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems
Access the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports
Maintain customer records by updating account information
Understand the reason for Chat Bot inability to provide the resolution and update the potential solution/changes required in a clear and concise manner so as to make the Bot more intelligent, wherein the data can be utilized by the Analytical team to incorporate changes within the AI Design
Ability to think out of the box
Ability to work in a dynamic and innovative environment by contributing towards ideation for the project OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Off Project/Team Location: Cebu, Cyberzone Building, Tower 1
SKILLS AND QUALIFICATIONS:
At least 2 years of trainer experience
With LPA score of B2
With exposure to TLs
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