Customer Experience Executive (Bilingual Agent)
- Makati, PhilippinesUnit 1902, Cityland 10 Tower 2, 154 H.V Dela Costa St. Corner Valero, Bel-air, Makati City, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippines
- Full time
- Receive inbound and/or place outbound calls
- Provide accurate and timely responses for inquiries coming through email channel
- Respond to customer issues on the first contact
- Identify and escalate priority issues
- Route calls to appropriate resources when necessary
- Document all information on customer interaction according to standard operating procedures
- Always strive for Good Customer Satisfaction and Experience
- Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client
- Ensure consistent performance based on continuous improvement model
- Ensure that all Login and Passwords (both Internal & External) are kept confidential
- Participate in all Internal and External mandated trainings and/or seminars.
- Knowledge, understanding, and compliance with PROBEGROUP policies and procedures.
- Maintain knowledge of functional area and company policies and procedures.
- Provide feedback to management concerning possible problems or areas of improvement.
- Perform other duties as assigned by management.
- Excellent interpersonal and communications skills; Mandarin and English fluency required
- HS Diploma or equivalent required; Associate's or Bachelor's degree preferred
- Minimum of 6 months current related experience in a customer care environment.
- Strong negotiation, decision making, and problem solving skills are required
- Advanced personal computing and keyboarding skills
- Ability to handle complex customer issues while maintaining a positive attitude
- Ability to demonstrate strong initiative to exceed expectations
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