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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. 

CUSTOMER SERVICE ASSOCIATE

Salary Range: ₱40,000 - ₱50,000

DEPARTMENT: OPERATIONS

JOB 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 account’s operational processes.

JOB DUTIES & 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:

o Phone

· Ensures the accuracy and confidentiality of all customer-related information such 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 level of customer experience such 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.  

Others

· 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 BPO-IT support experience and 1-year BPO Experience with CSAT & NPS Knowledge/background.

· 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

· Fluency in English