Customer Service Agent - Seasonal Account

Minimum requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga
• Applicants must be a Filipino citizen or have a relevant residence status
• High school diploma/GED required (College degree preferred)
• Demonstrate excellence in customer service and data entry skills
• Good Analytical Skills
• Have a mature attitude coupled with a high degree of work ethic
• Be self-motivated and able to apply initiative to solve problems
• Be effective in a team-based environment and supportive of team objectives
• Show the ability and willingness to undertake intensive training in complex products
• Must be willing to work on shifting schedule.
• Must be willing to work on holidays and weekends.
• Ability to handle the constantly changing flow of traffic
• Remain productive during slow times, be able to multitask effectively during busy times, and exercise patience and professionalism during stressful situations.

Key Responsibilities and Accountabilities

• Handle customer contacts related to missing and damaged bags of passengers. You will be expected to achieve the individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed Service Levels are met. This will consist of meeting or bettering a set number of actions per working hour
• Liaise with Airport Teams and partner couriers to ensure timely reconciliation of bags to our customers
• Provide customers with specific and accurate service information to maintain quality service provision for all Contact Centre accounts
• Utilise the tools provided to aid the tracing of bags and document all relevant information
• Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all Contact Centre customers
• Achieve or surpass a set call Quality score on a weekly and monthly basis which will involve having calls recorded and assessed by a Quality officer / Team Leader, followed by coaching and feedback

Key Competencies

• Attention to details and Accuracy
• Initiative & Commitment to Achieve
• Results-oriented with bias for action, versatility, and adaptability.
• Effective Communication
• Flexibility and Adaptability
• Team Player
• Efficiency and Willingness to Learn

Job Type: Temporary
Contract length: 3 months

Pay: Php18,000.00 - Php20,000.00 per month

Work Location: In person