Associate L1

Associate

Roles and Responsibilities

• Professionally handle incoming calls from customers and ensure that issues are resolved both promptly and thoroughly
• Demonstrate patience in all customer interactions, including maintaining a pleasant and professional tone
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Maintain broad knowledge of client products and/or services
• Offer additional products and/or services as needed
• Prepare complete and accurate work including appropriately notating accounts as required
• Track, document and retrieve information in call tracking database
• Ensure service delivered to our customer meets contractual Key Performance Indicators (KPIs)
• Participate in activities designed to improve customer satisfaction and business performance

͏Mandatory Skills

• Applicants with no call center experience may still be considered based on skills required for the job.
• Should have an experience on voice accounts; but those with non-voice experience can still apply if they have excellent communication skills.
• Excellent communication and teamwork skills required.
• Strong interpersonal skills – ability to inspire teamwork at all levels.
• Ability to identify member/customer concerns & provide real-time problem-solving interventions.
• Provide creative, “outside the box” solutions.Ability to multitask - documenting the interaction while on the call with the member/customer.
• Can render overtime work when needed.

Qualifications

• At least Senior High School graduate or completed 2 years in college with no back subject
• Preferably with minimum of 6 months experience in the call center/ BPO