---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
POSITION TITLE: Customer Service Analyst
WORK SETUP: Return to Office
OVERALL PURPOSE:
The Voice Customer Service Subject Matter Expert (SME) is responsible for assisting agents in providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements.
RESPONSIBILITIES:
• Assists agents with customer request/problem identification, resolution, and escalations.
• Provides and follows defined procedures to accurately resolve issues/concerns. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notify responsible party for resolution.
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
• Develops and maintains knowledge of domain and client-specific products, processes, tools, business environment, incident management, and knowledge management tools/client information systems, and service desk procedures and participate in on-the-job and classroom training and calibration sessions to develop product, industry, and professional skills.
• Acquires and shares information expertise, direction, and goals required for the team to be successful via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance, customer interactions, and processes.
• Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings and resolution rates.
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.
• Promote client products and services by suggesting additional or alternative products to meet customers’ needs.
• Perform follow up on incidents with customer to ensure issue resolution and customer satisfaction.
• Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead.
• Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
• Take accountability for effectively handling senior level escalations or customer complaints received via various sources
• Provide high quality customer service support for resolution of customer problems, issues, requests, and queries received via call, web chat, social media, or email with a professional, knowledgeable, and empathetic approach:
o Ensure proper use of tools and navigation, accurate and timely documentation, notification, escalation, tracking, transfer, and follow-up of all incidents.
o Follow authentication, quality, process, and compliance guidelines to meet regulatory and client expectations, as well as identify, and avoid fraudulent activities.
o Perform assigned skill sets and corresponding activities efficiently.
o Develop and maintain an understanding of customer Service Level Agreements (SLAs) and key performance requirements.
o Receive and apply coaching and feedback received to improve performance and meet key performance indicators.
OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Taguig, Uptown Bonifacio Tower 2