Urgent Hiring l Customer Relations Officer in CEBU (Cebu, Lahug)
compensation: 15,000 - 18,000 can increase depending on performance employment type: full-time
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Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist.
• Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.
• Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
• Other related duties assigned as needed.
• At least a high school graduate
• No call center experience needed
• With good to excellent English communication skills (verbal and written)
• Typing speed of at least 25 - 30 wpm
• Willing to do shifting schedule
• Willing to start immediately
• Amenable to work in CEBU
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