CCA3 - Customer Services Representative - 22.01

BASIC FUNCTIONS:

• Agents are to perform customer service and retention for the customers of their clients.
• The retention service is to avoid costly refunds and chargebacks by offering discounts or other promotions to customers who are planning to return or stop using the product/s.
• Phone/Email and Chat support is needed.
• Handle customer Inquiry, refund, affiliation, subscriptions in different platforms of different stores in the campaign.

KEY RESULT AREAS:

• Attendance
• QA
• Occupancy
• AHT
• 22 emails per hour

COMPETENCIES NEEDED:

• Excellent written and oral communication skills
• Conversational
• Strong willed
• Good comprehension skills
• Can withstand irate customers
• High level of patience
• With BPO experience

QUALIFICATIONS:

• With customer service experience Keen attention to details
• Good communication, analytical, and organizational skills
• Must be able to prioritize and complete all job duty requirements
• Good Typing Skills
• Willing to work in any schedule
• Resourceful and passionate about people
• Strong customer service background
• Having experience with retention campaign is an advantage
• Should be able to handle enraged customers
• Good attendance record
• Having email and chat experience is a must