Call Center Agents

Job Purpose

To engage customers and enhance brand equity by expediently and directly addressing customer service needs from the St. Peter Customer Service Center and escalated customer service referrals from the St. Peter Call Center or any customer contact point in coordination with the respective departments.

Tasks:

To ensure customer engagement by quickly addressing inquiries, resolving complaints and delighting customers who contact the St. Peter Customer Service Center.To gather or receive escalated cases from the various customer contact points, may these be from the call center, internal referrals, social media, reception complaints or from any internal source.Analyze, problem solve and address customer service cases expediently. 4. Prepare case resolution and action plans to resolve customer cases or escalate the matter as needed.Directly communicate with customers and ensure a positive customer experience.Identify the appropriate process and coordinate with the respective departments involved in any customer case.To keep abreast with evolving policies and business knowledge.Recommend process improvements to ensure customer satisfaction.Seize opportunities to upsell the St. Peter brandFrom time to time accept assignments other than tasks enumerated above.

Qualifications & Educational Requirements

College GraduatePractical experience with help desk software or CRM software.Practical experience in word processing and excel.Knowledgeable in customer service skillsAbility to respond under pressure and utilize good judgement in attending to challenges.Willing to work irregular work hours.Good in written and verbal communications.

Core Competency Profile

Communication: can easily relate, listen, understand and converse with customers.Business knowledge: understands the St. Peter business model, internal processes, policies and procedures.Products and Services knowledge: has a high level of understanding of St. Peter products and services and how these relate to customers.Problem Solving: can identify, analyze and evaluate customer service needs and easily present solutions.Multi-tasking: can manage multiple customer cases and resolve these timely.Interaction Management: is able to maintain or enhance the self-esteem of customers and colleagues.Customer Focus: proactively works to ensure that the customer has a satisfying experience that promotes the St. Peter brand

Interested candidates may personally visit and apply at:

St. Peter Corporate

999 EDSA, Quezon City (Across SM Annex)

Telephone No. 02-83717757

Look for Shera Mae Dela Cruz