**Job Title:** Online Call Center Associate
**Company:** Saphron
**Location:** Makati, NCR, Philippines
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
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### **Job Description**
Saphron is seeking a dedicated and motivated **Online Call Center Associate** to join our dynamic team. This part-time position is pivotal in ensuring exceptional customer service, assisting clients via various online communication platforms, and contributing to the overall success of our operations. If you are a customer-focused individual who thrives in a fast-paced environment and possesses a blend of independent work ethic and adaptability, we encourage you to apply.
### **Key Responsibilities**
- **Customer Interaction:** Handle inbound and outbound calls, emails, and chat messages from customers in a professional and courteous manner, addressing inquiries, complaints, and support requests promptly.
- **Problem Resolution:** Utilize strategic planning to understand the root causes of customer issues and provide effective solutions while ensuring a positive customer experience.
- **Data Management:** Accurately document all customer interactions in the CRM system, including details of the inquiries, feedback received, and actions taken to resolve issues.
- **Team Collaboration:** Work closely with team members and other departments to ensure customer satisfaction, sharing insights and strategies to improve service delivery.
- **Knowledge Base Contribution:** Participate in the creation and updating of FAQs and knowledge base articles to enhance customer experience and empower customers with self-service options.
- **Feedback Loop:** Proactively gather customer feedback and share with management to contribute to product and service improvement initiatives.
- **Training and Development:** Engage in ongoing training sessions to stay updated on product knowledge, technical skills, and customer service best practices.
- **Performance Metrics:** Meet or exceed established performance metrics, including response time, resolution time, and customer satisfaction ratings.
### **Requirements**
- **Education & Experience:**
- Minimum of 3 years of experience in a call center, customer service, or related role.
- High school diploma or equivalent; a degree in a relevant field is a plus.
- **Technical Skills:**
- Proficient in using CRM software, call center technology, and Microsoft Office Suite.
- Strong typing skills and the ability to navigate multiple systems while engaging with customers.
- **Personality Traits:**
- Independent: Ability to work autonomously while managing time and prioritizing tasks effectively.
- Adaptable: Comfortable adjusting to varying demands and responsibilities in a fast-paced environment.
- **Soft Skills:**
- **Strategic Planning:** Adept at identifying customer needs and developing actionable strategies for resolution and enhancement of service delivery.
- **Creativity:** Innovative problem solver, able to think outside the box to address unique customer challenges.
### **Benefits**
- Paid sick leave
- Parental leave
- Free accommodation for part-time employees
- Work-life balance and employee well-being initiatives
### **Working Environment**
At Saphron, we champion a healthy work-life balance and prioritize employee well-being. Our team-oriented culture encourages creative solutions and fosters a supportive atmosphere where every employee is valued and empowered to thrive.
### **Application Deadline**
**Interested candidates are encouraged to apply by October 4, 2024.**
**Equal Opportunity Statement:**
Saphron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, gender identity, national origin, disability, or any other status protected by law.
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We look forward to welcoming our new **Online Call Center Associate** to Saphron, where your contributions will make a meaningful impact on our customers and our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
