Alabang | Automotive Account (L2: Escalation)

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX.

Requirements

• Minimum 18 years of age
• High School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferred
• At least 1 year of customer service experience; contact center experience preferred
• Positive attitude and a passion for customer care
• Patient and friendly with all types of customers
• Consistent level of professionalism and a conscientious nature
• Flexibility and adaptability to work in a fast-paced environment
• Prioritization skill to balance conflicting workload to satisfy customers under time pressure
• Strong written and verbal communication skills (good spelling, grammar; avoid slang and jargon)
• English Language proficiency
• Good telephone customer service etiquette
• Actively listens and asks probing questions to understand the customer’s needs and determine the best course of action
• Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
• Computer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required);
• Experience with cloud-based CRM and telephony tools (preferred)
• Typing speed: minimum of 35 words per minute
• Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage
• Flexible schedule availability
• Team player, working with the team to achieve objectives, friendly and approachable even when busy
• Personifies 'willingness to help

Benefits

• Equal employment opportunity
• Non-discrimination policy