Customer Service and Sales Specialist

Contact Centre Pasig City, Philippines


Description

Responsibilities:

  • Provide exceptional customer service while responding to all inbound/outbound inquiries including, but not limited to; general inquires and dispute cases
  • Use probing questions to determine validity of dispute claims and apply MasterCard rule and regulations to determine if case can be opened.
  • De-escalate challenging cardholders
  • Maintain a thorough understanding of all the Association Rules and Regulations and communicate to cardholders on such matters;
  • Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by the client, and requirements and controls in relation to PCI compliance standards;
  • Report customer feedback by adhering to established escalation matrix;
  • Remain tactful and composed when handling conflict and stressful situations while maintaining high level of customer service and retaining goodwill;
  • Adhere to Quality Standard Guides defined by the client;
  • Adhere to requirements and controls in relation to PCI standards;

Requirements:

  • Exceptional customer service skills, previous call centre experience
  • Excellent communication skills in English (listening/verbal/written) with emphasis on active listening, probing and negotiation skills – interpersonal skills are essential.
  • Previous escalation handling experience an asset, ability to provide difficult messages to customers
  • Demonstrated analytical and problem solving skills within time restraints
  • Proficient in Microsoft Suite Applications with strong keyboarding skills
  • Personal qualities shall include adaptability, flexibility even-temperament, focused and reliability
  • Demonstrated ability to exercise judgment skills required in dealing with moderately complex situations
  • Minimum of 1-2 years exp in credit card or financial sector is an advantage
  • Minimum of 1-2 years Customer Service experience
  • Recoveries/chargeback experience within the financial services sector is an advantage