Responsibilities:

• Answer clients questions related to the company services via live chat, phone and email;
• Escalate clients' requests and complaints to appropriate specialists;
• Update clients about their requests and complaints status accordingly;
• Gather client’s feedback, identify problem trend and report to supervisor for discussion or service enhancement.
• Provide full support to end user following protocols agreed between SELLBYTEL and our client, focusing on quality and appropriate communication, using a CRM
• Resolving and accurately logging customer requests with the highest level of professionalism, ideally in a single chat/telephone call. Services may include providing general company and policy information, responding to account status and company’s services queries, and, if necessary, handling customers’ complaints.
• Escalating customers’ requests, issues and complaints that are beyond the training level provided, using good judgment and initiative.
• Gathering client’s feedback, identify problem trend and report to supervisor for discussion or service enhancement.
• Providing full support to end user following protocols agreed between SELLBYTEL and our client, focusing on quality and appropriate communication, using a CRM.
• Share knowledge with colleagues through direct communication with team management or by updating knowledge sharing tools.
• Proactively research problems and solutions and share this information with the team.
• Monitor team member’s performance daily
• Support less experienced colleagues on the desk through joint working, monitoring, direct feedback and knowledge sharing to provide clients with the highest quality support.
• Attend training on new/updated services or procedures

Requirements:

• Bachelor Degree is required
• Strong verbal and written communication skills and analytical skills in English
• Native Speaker or sufficient language skills in Tagalog
• Skilled PC user
• Basic mathematical skills.
• Ability to empathize with people
• Enthusiastic
• Strong learning capacity & autodidact 
• Highly Motivated 
• Able to adopt and adapt the changes that coincide with the business requirement (i.e. working hours, scope of work and etc…)
• An active listener 
• Customer service oriented
• Distinct capacity for teamwork and self-initiative

- Attractive Salary - Transportation Allowance - Shift & Weekend Allowance - Medical Insurance - Optical & Dental Allowance - Free lunch - Annual Bonus - Free lunch