CUSTOMER SERVICE AGENT (10-21-2019)
Shaw 500, Mandaluyong
Customer Care Representative
The account you are being considered for is a Telco account catering to Business Postpaid services. This account is one of the world’s leading providers of communications, information and entertainment products and services to consumers, businesses and governmental agencies. The account offers various postpaid account service plans, including shared data plans, single connection plans and other plans tailored to the needs of customers.
Their shared data plans typically feature domestic unlimited voice minutes, unlimited domestic and international text, video and picture messaging, and a single data allowance that can be shared among the wireless devices on a customer’s account. ? Answers inbound Business-to-Business (B2B) customer requests or inquiries concerning service, products, equipment and report problem areas. ? May be required to work in one or multiple systems and utilizes multiple screens to find information and solve problems.
? Triages, troubleshoots and resolves service issues and addresses routine customer questions. ? Examines complex problems to assist customers with appropriate solutions. ? Answers inquiries by researching and providing information.
? Analyzes and diagnoses problems. ? Is capable to understand and explain bills, basic price plan, rate information, promotion information, features, equipment, and general payment arrangements ? Is courteous and able to demonstrate radical focus to customer’s needs.
? Speaks to customers with empathy and genuine understanding ? Uses listening skills to ask probing questions, understands concerns, and overcomes objections. ? Continuously maintains working knowledge of all client products and customer’s services.
? Develops rapport quickly to address customer questions in a timely manner via email, chat and/or phone, where applicable ? Demonstrates a strong customer service orientation and takes responsibility for follow-up to insure customer needs and expectations are satisfied ? Properly escalates issues that are irresolvable and not available on the knowledge base
? Communicates with team leaders, team members and support groups regarding problems, solutions and trends ? Must be flexible with schedule and willing to work any hours/day required by business need ? Must meet and/or exceed quality standards
? Adheres to account and company policies ? Is empowered to react appropriately and make exceptions when necessary to protect the customer experience, provided that we do not bypass security, create liability, and maintain full integrity.