Dayshift Customer Service Agent

Customer-oriented service representative to act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction.

Main Duties and Responsibilities:

Effectively manage large amounts of incoming callsAttend to customer’s inquiries through Live Chat Portal and Support InboxIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships of trust through open and interactive communicationProvide accurate, valid, and complete information by using the right methods/toolsMeet personal/team sales targets and call handling quotas through upsellingHandle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution - escalate when requiredManage the accuracy and validity of all electricity and gas applications to ensure the business requirements and needs are met by resolving discrepancies in incomplete applications and documents by performing and maintaining compliance through voice verificationsAccount Management - Keep records of customer interactions, process customer accounts, file documents and ensure customer details are updated accurately.Provide first call resolution; work with appropriate internal resources, complete necessary follow-up, and ensure closure of the inquiryFollow communication procedures, guidelines, and policiesLiaise between the Sales Staff and internal teamsHandle activities listed under OrionAchieve overall customer resolution, satisfaction, and First Call ResolutionPerform Adhoc Tasks as needed by the campaignPerform Administrative tasks as needed

Qualifications:

Completed at least 2 years in collegeExperience in Customer Service is an advantage but not requiredExperience in the Electricity and Gas industry is an advantage but not required

Skills:

Proficient in Microsoft Office ProductsExcellent verbal and written communication skillsFlexible and amenable to working weekends, shifting schedules, and even on holidaysProfessional, enthusiastic, and customer service orientedProven time management skills with the ability to multi-taskStrong attention to detail with a high level of accuracy