Customer Service Representative - Optimum

Contact Centre Pasig City, Philippines


Position Overview:

The primary responsibility of this position is to provide a superior customer experience to each and, every customer and answering customer’s questions and inquires via emails. We are looking for candidates who have a keen interest in solving customer issues, answering questions as quickly and easily as possible, while being committed to delivering exceptional customer service in a caring and considerate manner.

 Responsibilities and Duties

  • Provide best-in-class customer service regarding (but limited to) general member inquires, website support, loyalty programs, smart phone application support, product information, marketing offers and points balance.
  • Engage the customer to assist in building strong customer loyalty.
  • Respond to email inquiries in a professional and timely manner.
  • In conjunction with on-screen customer information, identify the customer’s needs through customer contact while simultaneously reading / updating customer information on the system.
  • Analyze information presented by the writer to process next steps according to the nature of the inquiry.
  • Adhere to established departmental procedures, Quality Standard Guidelines defined by the company and the client.
  • Adhere to the Code of Conduct.
  • Remain current on program information, products, processes, and business initiatives.
  • Provide quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions, while adhering to the standards of quality assurance program.
  • Identify and resolve customer complaints in a timely fashion to ensure customer satisfaction.
  • Accurately complete appropriate documentation for required transactions.
  • End contact by completing necessary actions to fulfill customer requests.
  • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.
  • Provide timely follow-up to client issues 100% of the time.
  • Other duties as required.

 Qualifications and Skills

  • Demonstrated analytical and problem solving skills.
  • Proficient in Microsoft Office Applications.
  • Excellent communication skills as well as having excellent command of English, professional literacy required.
  • Demonstrated ability to work within time constraints
  • Working knowledge of PCs and strong keyboarding skills.
  • Positive attitude and demonstrated ability to get along with others.
  • Must have flexibility and willingness to move between various shifts.
  • Minimum of 6 months Customer Service experience related experience in the food and/or retail industry would be an advantage.
  • Demonstrated passion for customer satisfaction excellence and prior experience in an interactive customer service environment.