TRANSCOM BACOLOD - CSR
SALARY: PHP 25,000 - PHP 30,000/ per month
JOB DESCRIPTION:
Transcom is looking for talented individuals like you to join our awesome team! Be a Customer Service Representative (CSR) for our Transcom Bacolod site. This role will focus on driving customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.
What we are looking for:
To be successful in this role you must…
- Have worked in a training, quality and/or operations department.
- Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
- Have a proven and successful track record of effective training in the CRM business or a closely related industry.
- Have EXCELLENT communication skills.
- Have experience in monitoring/coaching skills related to behavior-specific feedback.
- Have worked in a data-driven environment.
- Manage your time effectively and be focused on setting clear objectives and priorities.
- Have knowledge/experience in training needs analysis, facilitation, content development and evaluation.
- Master local language (verbal & written).
- Have an aptitude to handle change in a fast paced dynamic environment.
- Must have Telco and soft skills experience – communications, culture and customer service background.
- Be able to work in different shifts within 7 days/24 hours service time.
- Knowledgeable with the BPO dynamics.
RESPONSIBILITIES:
- CSR's main task is to offer a full range of customer service to assigned Employer's Clients, by phone, fax, or mail/email. Full range of customer service includes handling of incoming calls and outgoing calls (incl. sales calls). The offered customer service should be of highest quality - accurate, polite, and competent.
- CSR's work duties can as well include data input to Clients' programs and other back office tasks. The BO tasks should be made on the first opportunity, precisely, without mistakes.
- Additional responsibilities may be added as the needs of the business change and expand
People
- Be open and receptive to constructive feedback from Team Leaders, TQM, and other CSR's. Listen, ask questions, and enthusiastically implement the tools given to improve the quality of your work.
- Help to keep motivation high by being supportive to your colleagues
- Take full responsibility and the required action for assigned tasks.
Performance
- Understand, meet, and exceed targets set by your TL for different clients/projects.
- Propose motivational activities.
- Propose ideas for continuous improvement.
- Meet or exceed all attendance minimums.
- Adhere to all scheduled breaks and lunches (i.e. meet established schedule adherence/compliance minimums)
- Zero justified complaints
- To complete self-training through the use of the Intranet
Quality
- Have a clear understanding of quality expectations for the different clients and projects.
- Improve the quality of your work on a daily basis by learning and implementing new skills with help from Team Leaders, TQM and other CSR's
Process Integrity
- Be actively involved in problem-solving and propose improvements to processes.
- Implement and respect Transcom standard practices.
