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Job Function
Customer Management
Job Sub Function
Customer Service Operations
Job Category
Professional
All Job Posting Locations:
Paranaque, National Capital Region (Manila), Philippines
Job Description
- Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake
channels), for multiple functions, for multiple regions (ASPAC, EMEA, NA, LATAM), understand
and clarify the need, investigate, answer the inquiries and assist in the resolution of concerns
leveraging Experience Center Guide and IOPs, and AskGS references and content.
- Access enabling technology to complete client inquiries and transactions.
- Fully document all cases in case management application.
- Work with complex cases within the team or escalate to higher tier for resolution or contact with
third party vendors as appropriate in order to uphold effective and timely resolution.
- Escalate customer service issues to Experience Center Lead, Senior Associates / Advisors or
Manager as necessary.
- Take ownership of all Experience Center assigned tasks, initiatives, and inquiries and make sure
that they are resolved / completed efficiently and with a superior level of quality.
- Assist and encourage users / customers to make effective use of self-service options, systems,
products, services, etc. to drive rapid resolution and empower customers; educate and inform
customers of the full range of Global Services resources available to them.
- Deliver exemplary performances by ensuring all Key Performance Indicators are at goal
- Continuously improve call handling skills, systems knowledge, and communications skills, thus,
enhancing customer service levels.
- Completes all digital acumen courses to develop understanding of available tools and technology to
use platforms more efficiently and potentially come up with own ideas to improve processes.
- Help identify Experience Center functions or processes for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Experience Center Lead, Senior Associates and Advisor.
- Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with Contact issue resolution for knowledge database future reference.
- Communicate and interact effectively with customers and team members of the Global Services team(s); develop credibility and trusted mutually respected relationships with customers, supervisors, and team members.
- Perform small-scale special projects and related duties as assigned.
- Work in collaboration with other team members in Experience center to execute tasks and fulfill key deliverables, seeking input and assistance as needed.
- Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.
- Participates in scheduled and ad hoc training to improve policy and process acumen.
Required Skills
Preferred Skills:
