Customer Service Representative with BPO experience

SUMMARY OF ROLE

SunPower is seeking a Customer Service Representative for its residential business unit.  The Customer Service Representative reports to the Customer Service Team Lead and is responsible for providing frontline support and resolution to customer concerns and inquiries that come through phone, email, chat, and other online platforms.

KEY RESPonSIBILITIES AND ACCOUNTABILITIES

Manage customer interactions through effective utilization of various contact center communication methods (eg. inbound/outbound call, chat, vm, texting or email)Drive resolution to customers' concerns or inquiries related to SPWR lines of business (eg. billing, technical, Life Events, product etc), channels (ND, ID, NH), and/or financing types (cash, loan, lease).Promote positive customer experience and deliver solutions based on defined workflows.Apply de-escalation techniques to pacify aggravated customers and endorse to identified escalations path as necessary.Ensure accurate record keeping of customer contacts in SunPower CRM (SFDC) and facilitate in the execution of next steps/ resolution.Pursue improvement opportunities from training and coaching sessions, meet service quality standards and compliance targets, and adhere to contact center policies.Participate in organizational process improvement initiatives and training. Comply at all times the Environment, Health and Safety and Company Quality standardsPerform other duties that may be assigned

JOB REQUIREMENTS

Bachelor's/ college degree in any fieldFresh graduates are welcome; previous BPO experience is an advantageKnowledgeable in MS Office applications (Outlook, Word, Excel, PPT) and CRM toolsGood command of language, both oral and written communicationsFundamental analytic, multitasking, problem-solving, presentation, and negotiation/ decision-making skillsExcellent attendance and compliance recordWilling to work on night shift, weekends and US/PH holidaysWilling to render overtime and work on rotating schedules and days offHas conducive workspace at home with stable Internet of at least 20 mbps and backup connection.

Others

Willing to work nightshift, weekends and US/PH holidaysWilling to do Saturday/weekend shiftsWilling to have week day offsWilling to work in Binan, Laguna

We believe clean energy and storage should be accessible to everybody. That's why SunPower designs all-in-one residential and commercial solutions backed by personal customer service and the industry's most comprehensive warranty. And with over 35 years of dedicated solar experience, we're the only U.S.-based solar company that's been around longer than our 25-year warranty. • Headquartered in Silicon Valley since 1985 • Diversified portfolio leading residential, commercial and solar storage solutions • Exclusive access to the world's highest efficiency solar panels featuring SunPower® Maxeon® cell technology • Ranked #1 in commercial solar since 2017* • Industry leader in solar sustainability and social responsibility • SunPower has received more than 1,000 patents for solar innovation We are committed to creating a strong culture of diversity, equity, and inclusion at SunPower.  Our strength lies in our diversity and the talents that we continue to attract and grow In the Philippines, we are SunPower Philippines Limited, ROHQ—the sole provider of customer operations and finance services to SunPower.  We provide a full suite of business functions from voice, non-voice to highly complex functions critical to supporting the business and making solar solutions available to our end customers.