Customer Service Representative (AU Background) | Dayshift | Onsite in Makati

Key Responsibilities:

· Wear many hats to accomplish a singular goal, providing our customer with a best-in-class experience.

· Handle each customer interaction via multiple channels phone, email and/or chat in accordance with company policies, guidelines and procedures.

· Put in the extra effort to engage customers, listen to customer complaints or concerns and work to resolve their issues.

· Responsible for accurately updating customer records after each interaction.

· Assist on handling escalated calls from across all areas; handling Level 1 complaints and complex problems posed by our customers.

· Assist Operations team and greater business through regular knowledge sharing.

· Advise Ops Manager and key stakeholders of customer service trends and assist with proactive strategies to ensure customer satisfaction.

· Proactively identify process, system gaps and work with your team and key stakeholders to develop possible solutions and improvements.

· Drive the increase in the efficiency and accuracy of our processes.

· Perform any other contact centre duties as directed.

· Consistently meet your team and individual measures of success.

Qualifications:

· A team player with excellent written and verbal communication and interpersonal skills.

· Be agile and have a strong willingness to accept and embrace change.

· A passion for customer service alongside strong judgement, logical thinking to obtain the best outcome for the customer and the business.

· Proven ability to work under pressure and manage customer and business expectations.

· Have an innovative approach with a focus on continuous process improvement.

· Able to work autonomously.

· Open, honest, respectful, and trustworthy.

· Organized and proactive.

· Demonstrate high integrity.

· University degree preferred.

· At least 2 years experienced.

· Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The AntiMoney Laundering, and Counter-Terrorism Financing Act, Privacy Act; and National Consumer Credit Protection Act

Industries:Outsourcing/Offshoring

Function: Others