Backroom Offshoring Inc. is a KPO company experiencing strong dynamic growth and we want you to be part of it!
Located at One West Aeropark in Clark Pampanga, a world-class building with top facilities, a conducive work environment is guaranteed!
JOB SUMMARY:
The Customer Solutions Specialist will act as a brand ambassador by assisting and resolving customer inquiries on a variety of communication channels.
This role will be responsible for capturing customer expectations, preferences, and aversions while finding helpful solutions and delivering exceptional, professional service in every interaction.
This role is great for someone with a customer-centric, solution-oriented mindset.
JOB RESPONSIBILITIES:
- Inbound & Outbound Contacts
- Handle B2B/B2C prospects, answer requests or complaints, and bring the most appropriate answer/solution according to our Client's “Service Guidelines”
- Consistently models exemplary customer service and promotes first contact resolution for both internal and external partners.
- Actively listen to clients and maintains a friendly, positive, professional attitude.
- Resolves difficult situations with creativity, tact, and diplomacy.
- Outbound contact to customers (via chat, email, and/or call), internal and external partners for various activities.
- Keep accurate records and document customer service actions and discussions
- Customer Support Operations and Additional Support: Identify and report any issues or factors affecting the operation, customer experience, and over-all journey of products and services to direct manager or by liaising with key internal partners to find a suitable solution
- Monitor Customer service requests on Salesforce(chat, email, and phone), Slack, and all other social media platforms
- All other duties or projects as assigned
KEY PERFORMANCE INDICATORS:
Customer Satisfaction Score (CSAT), Time to answer for emails and chat, Average speed of answer for chats and calls, first contact resolution, Accurate ticket tagging
REQUIREMENTS:
Bachelor’s degree or equivalent experience.
EXPERIENCE:
At least 1-year experience in providing customer service via chat, email, phone, or in person.
Experience with the financial/banking industry is preferred.
SKILLS:
- Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity
- Excellent communication in verbal and written form
- Highly self-motivated, organized, and a team player
- Ability to work independently, take direction, and prioritize accordingly
- Ability to work cross-functionally in a fast-paced environment
- Ability to navigate through multiple computer applications with speed and accuracy
- Willingness and ability to operate in a team environment
- Must be able to work in normal office conditions
Work Setup:
Onsite
Work Schedule:
Shifting Schedule
Core Perks and Benefits:
HMO on your first day + Free coverage for 2 dependents on your 2nd year
Government-mandated benefits
20 Annual Leave Credits
13th-month pay
Birthday Leave
Bereavement Leave
Onsite/Hybrid employee additional benefits:
Travel Subsidy Allowance
Free staff house accommodation (for those within a certain distance)
Free Shuttle service
Free Lunch
Free Uniform
Perfect attendance bonus
Additional benefits/perks to all employees:
Onboarding training
Performance-based salary increase
Discretionary incentives based on client or individual performance
Monthly employee engagement
Birthday Gift
Weekly treats
Christmas Hamper
Anniversary Gift
Opportunity to travel
Know someone who'd be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful hire:
- Grad trainees, junior, entry-level, and admin positions: PHP 3,000
- Intermediate positions: PHP 5,000
- Senior and hard-to-fill positions: PHP 8,000
Send them our way, and let's win together!
Check our website to see more:
And our Facebook page if you want more:
https://www.facebook.com/TheBackRoomOP
And here's the link to our Glassdoor page, where you can see what our team members have to say about us:
https://www.glassdoor.com/Reviews/The-Back-Room-Philippines-Reviews-E3846636.htm
Get the word out!
By submitting your application, you grant us permission to retain all your application data, including Personally Identifiable Information (PII), for recruitment purposes. We will retain this information for as long as there is a legitimate business purpose or a legal requirement to do so.
