**Job Title:** Contact Center Assistant
**Company:** Kumu
**Location:** Cebu, Central Visayas, PH
**Job Type:** Full-time
**Seniority Level:** Entry Level
**Years of Experience:** 1
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**Job Description:**
Kumu, a leading social entertainment platform in the Philippines, is seeking a dedicated and passionate Contact Center Assistant to join our dynamic team in Cebu. The ideal candidate will possess a strong commitment to customer satisfaction and effective communication, making them a pivotal part of our customer service initiatives. This entry-level position offers an exciting opportunity for individuals who are eager to develop their skills and grow alongside our rapidly evolving company.
**Key Responsibilities:**
- **Customer Interaction:** Handle incoming inquiries via phone, email, and chat, providing prompt, accurate responses to customer questions, resolving issues, and ensuring a high level of customer satisfaction.
- **Problem Resolution:** Identify and assess customers' needs to achieve satisfaction. Investigate and resolve customer complaints, performing root cause analysis when necessary to prevent issues from recurring.
- **Documentation:** Record customer interactions in our CRM system accurately and efficiently, ensuring that all communications and resolutions are documented for future reference.
- **Collaboration:** Work closely with various departments to address customer-specific concerns, ensuring smooth communication and swift resolution of issues.
- **Product Knowledge:** Maintain up-to-date knowledge of Kumu's services and features to provide accurate information and support to customers.
- **Sales Support:** Assist in upselling and cross-selling opportunities during customer interactions by effectively communicating the benefits of Kumu's products and services.
- **Feedback Collection:** Gather customer feedback and suggestions, reporting this information to management to facilitate continuous improvement in services and customer experiences.
- **Performance Metrics:** Strive to meet or exceed key performance indicators (KPIs) related to customer service performance, including response times, resolution rates, and customer satisfaction scores.
- **Training Participation:** Engage actively in training sessions to enhance your product knowledge and customer service skills, contributing to a culture of learning and growth.
**Requirements:**
- **Education:** High school diploma or equivalent; a bachelor's degree in a related field is an advantage.
- **Experience:** At least 1 year of experience in a customer service or contact center environment is preferred, though not mandatory.
- **Personality Traits:**
- *Dedicated:* Demonstrate a necessary commitment to prioritizing customer needs.
- *Passionate:* Show enthusiasm for providing exceptional service and improving the customer experience.
- **Soft Skills:**
- *Presentation Skills:* Effectively convey information to customers in a clear and engaging manner.
- *Persuasion Skills:* Utilize persuasive techniques to inform customers about additional services and address their needs efficiently.
- **Technical Skills:** Proficiency in using computer applications and CRM software, with the ability to learn new technologies quickly.
- **Language Skills:** Excellent verbal and written communication skills in English and Filipino. Proficiency in additional languages is an advantage.
- **Adaptability:** Ability to thrive in a fast-paced environment and adapt to changing situations while maintaining a positive and professional demeanor.
**Benefits:**
- Relocation allowance for candidates moving to Cebu
- Free food provided during working hours
- Profit-sharing opportunities to reward individual and company success
**Working Environment:**
At Kumu, we prioritize personal and professional growth. Our supportive working environment encourages team collaboration, creativity, and continuous learning, providing opportunities to expand skill sets and advance careers.
**Application Deadline:**
Please submit your application by **October 4, 2024**.
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**Equal Opportunity Statement:**
Kumu is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified individuals to apply, regardless of race, gender, age, sexual orientation, disability, or any other dimension of identity.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
