Customer Service Representative

Customer Service Representative
(National Capital Reg – Greenhills, San Juan)

Responsibilities:
Customer service representatives provide a valuable link between customers and the companies who produce the products they buy and the services they use. They are responsible for responding to customer inquiries and making sure that any problems they are experiencing are resolved

Many customer service inquiries involve simple questions or requests. For instance, a customer may want to know the status of an order or wish to change his or her address in the company’s file. However, some questions may be somewhat more difficult, and may require additional research or help from an expert. In some cases, a representative’s main function may be to determine who in the organization is best suited to answer a customer’s questions.

Some customer inquiries are complaints, which generally must be handled in accordance with strict company policies. In some cases, representatives may try to fix problems or suggest solutions. They may have the authority to reverse erroneous fees or send replacement products. Other representatives act as gatekeepers who make sure that complaints are valid before accepting customer returns

Although selling products and services is not the primary function of a customer service representative, some customer services representatives may provide information that helps customers to make purchasing decisions. For instance, a representative may point out a product or service that would fulfill a customer.

Customer service representatives use computers, telephones, and other technology extensively in their work. When the customer has an account with the company, a representative will usually open his or her file in the company’s computer system. Representatives use this information to solve problems and may be able to make specific changes as necessary. They also have access to responses for the most commonly asked questions and specific guidelines for dealing with requests or complaints. In the event that the representative does not know the answer or is unable to solve a specific problem, a supervisor or other experienced worker may provide assistance

Many customer service workers are located in call centers, where they spend the entire day speaking on the telephone. Companies usually keep statistics on their workers to make sure they are working efficiently. This helps them to keep up with their call volume and ensures that customers do not have to wait on hold for extended periods of time. Supervisors may listen in on or tape calls to ensure customers are getting quality service

Essential skills and attributes include:

* The proven ability to resolve customer disputes/issues by using good business judgement
* Outstanding verbal skills
* A team plater and a desire for personal development focus
* A passion for customer service
* Self-motivation and a desire for success
* An excellent drive to exveed targets and metrics

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , any field.
* Required Skill (s): Microsoft Windows, Sales, Technical Background (minimal but is a must), Can multi-task
* Required language(s): English
* At least 1 year(s) of working experience in the related field is required for this position
* Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent
* Full-Time positions available only

We are looking at a starting date of 2nd of August 2010

Magellan Solutions – Next Office Pty Ltd
Website: http://www.nextoffice.com.au
Company Address: 4th Floor Security Bank Bldg. 228 Ortigas Avenue Greenhills, Philippines San Juan 1502
Tel: 0928 307 2778
Industry: Call Center / IT-Enabled Services / BPO

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