DE033159-Customer Service Associate

---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 Associate WORK SETUP: Return to Office RESPONSIBILITIES: • Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notify responsible party for resolution • Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback • May complete and resolve non-call customer contact requests received by mail, web or email • May perform follow-up on incidents with customer to ensure customer satisfaction • Develop and maintain product knowledge, industry knowledge, business and professional skills by participating in on-the-role training and classroom training • Share information required for the team to be successful • Develop and maintain knowledge of customer and customer-specific business environment • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Taguig Uptown Bonifacio Tower 3