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Customer Service Analyst

Cebu City Job No. r00185500 Full-time

Job Description

Job Description

  • The SME is the go to person for process concerns, issues and inquiries. He is also focus on performing voice works and ensure that he is always updated. Communicate process updates to team members
  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
  • 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 notifies 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 customer and customer specific business environment
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training
  • Shares information required for the team to be successful


Job Qualifications

  • Open to both graduates and undergraduates with at least 2 years of relevant experience in BPO
  • Experience in managing a team of agents and is able to exhibit skills in team, performance, SLA, and operations management.
  • Willing to work cyclical shift times and days.
  • Highly motivated and has the ability to work well with peers, stakeholders, and clients.
  • Preferably has experience in the BPO industry working with care, retentions, or sales but not required.
  • Experience in project management and continuous improvement a plus but not required.

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