CSR for Wireless Telecommunications Network

CSR for Wireless Telecommunications Network in Ortigas Site
(National Capital Reg – Ortigas, Pasig City)
Responsibilities:

* The focus of a Customer Service Representative is to provide a high quality of customer experience on each customer interaction.
* A CSR must appropriately engage and connect with each customer on a personal level to create a great customer service experience.
* Agents are responsible to do the following:
1. Resolve customer service inquiries and concerns regarding products and services (bills, coverage area, promotions, store locations and hours)
2. Increase customer satisfaction by offering alternative solutions and products
3. Retain customers inquiring about canceling service
4. Gain and maintain product/service knowledge
5. Sell product features and accessories
6. Minimum sales goals must be achieved
7. Basic troubleshooting of phones

Requirements:

*  Good communication skills: verbal, written, listening
* Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience
* Ability to demonstrate successful negotiation skills
* Good defusing techniques for difficult customers
* Ability to work in a fast pace environment, multi-task and make sound decisions
* Ability to use proper discretion in evaluating/elevating customer issues
* Team player with a positive attitude
* Cultural/market sensitivity with respect to norms of the customer base
* Typing speed of 25 wpm as verified by a formal test
* Internet Savvy
* PC and Mobilephone Architecture
* PC Experience – Windows 2000, Windows XP, Windows Vista
* Previous call center experience is a plus
* Completed 2 years in college
* Nursing graduates/undergraduates are ok as long as they have at least a year of call center experience
* 18-40 years of age
* Willing to be assigned in Ortigas, Pasig City.
* Willing to work in shifting schedule (including graveyard shift)

Performance Incentives:

* Highly Competitive Wage
* Meal Allowance
* Rice Allowance
* Communication Allowance
* Health Care Coverage
* Group Life Insurance
* Employee Discount Program
* Monthly attendance bank pay-out distributed to the 20% of the agent population Agent Leveling Allowance
* (An agent can apply for a Level 2 CSR to get an allowance of P750.00 a month)
* Quarterly Recognition Events

TELUS International Philippines, Inc.
Company Address: 31st Floor Discovery Suites, 25 ADB Avenue, Ortigas Center, Pasig City 1600
Fax: 6389445
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Local Based Company