Customer Service Representative (Pooling only)

Asurion Santa Rosa, Calabarzon

About the Job

The Customer Service Representative is responsible for acting as a liaison between customers and the Company. Provide product/services information and resolve any emerging problems that customers might face with accuracy and efficiency.

Key Accountabilities:

  • Manage large amounts of incoming calls.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Meet or exceed client metric obligations.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage customers.

Qualifications:

  • Has completed at least 2 years or 82 units of college
  • With at least 2 years CSR work experience for a voice account
  • Able to understand the different accents and able to speak clearly using a neutral accent.
  • Excellent online communication skills including spelling, grammar, tone and professionalism.
  • Strong teamwork skills.
  • Willing to work at our Nuvali, Sta. Rosa site.

Personal Competencies and Attributes

  • Ability to maintain a positive attitude.
  • Demonstrate a good cultural fit against Company values and beliefs.
  • Prepared to actively work as part of a team.
  • Able to meet challenges and can handle stressful situations.
  • Has customer service experience, including the ability to work well with the public and to adopt a customer perspective mindset.
  • Ability to multitask proficiently for sustained periods of time.
  • Ability to understand Asurion websites from a customer’s perspective.
  • Highly developed sense of integrity and commitment to operational excellence.
  • Ability to work with, advise and drive solutions through all levels of an organization: from line operators to senior management.
  • Adaptable and willing to learn new technologies.