Company Overview

Fusion BPO Services delivers multilingual customer support, call center, outsourcing, and consulting services to businesses across the globe. Fusion has a team of 14, 000+ professionals working from across 10 Countries and 22 locations in the world.

Summary

The Customer Service Associate upholds organizational and account performance standards. He/She is responsible for all customer-related activities and accomplishes all required key performance metrics, goals, targets, and tasks specified by the business and/or by the client. He/She represents the organization and the client in all channels of customer interactions dictated by the account’s operational processes.

Job Responsibilities

These tasks are subject to change depending on the nature of service of the division/department or business direction.

Communicates and interprets customers’ needs by delivering professional, courteous, and quality service before, during, and after customer interaction through multiple channels dependent on account-specific operations such as phone
Ensures the accuracy and confidentiality of all customer-related information as but not limited to: account information, credit card details, billing information, and customer identification
Adheres to account-specific standard procedures, guidelines, and policies concerning customer interaction and communication.
Meets or exceeds client-stipulated Key Responsibility Areas (KRAs) and Key Performance Indicators(KPIs) which may include either/all of the following: Attendance and Adherence, Quality Assurance (QA), Sales quotas/Conversion, Productivity, Call Handling Time, and/or Customer Satisfaction (CSAT).
Interacts with customers and executes various tasks to increase the level of customer experience as but not limited to:

- providing appropriate resolutions

- following through on responsibilities to customers and the business

- keeping records of customer interactions

- processing customer accounts

- identifying opportunities to drive process improvements

- verify and validate customer files/documents

- focusing on customer engagement

- actively listening and addressing the customer’s concern

Sends required reports set by the account and/or immediate supervisor.
Collaborates with immediate superior about learning opportunities, career pathing, and job growth for professional development.
Performs related duties and responsibilities as may be assigned and requested by immediate superior.

Qualifications

College graduate of any 4-year course with BPO-IT experience or College level of any 4-year course with at least 6 months of BPO-IT support experience
Excellent reading comprehension skills.
Can multitask and handle 2 concurrent windows.
Attentive to details and works with precision
Displays excellent judgment, reasoning, and analytical skills
Proficient in basic software applications such as Microsoft Office
Basic computer literacy and has an average typing speed of 40 wpm.
Able to maintain confidentiality, credibility, and professionalism
Open to working flexible shifts in the evening and during holidays
At least 1 year of BPO Experience with CSAT & NPS Knowledge or background.

JOIN US today and enjoy the following benefits:

HMO with Dental coverage + FREE dependent
Exciting performance-based incentives
Career development
Life insurance program
Free Shuttle Service
Quarterly team-building activities
Government benefits & Salary package from day one
Familial environment

Location

7th floor, Robinson's Cybergate, Fuente Osmeña, Cebu City.

CEBU

Non-Voice Representatives for Retail Account. Start ASAP. Apply Now!

₱16,000 - 19,000 per month

1 Year or Less

With Business Certificates

Established in 2007

7th Floor, Robinson's Cybergate Cebu, Fuente Osmeña, Don Gil Garcia St, Cebu City, 6000, Capitol Site, Cebu City, Cebu

Total vacancies for this job title: Over 20

Posted On: January 25, 2023

Job ID: 420219

Video Profile

Applications for this jobs are now closed.