Job description
Zigzag is looking for a Customer Service Representative to join our team!
This is a work-from-home role with intermittent in-office training in Ortigas. Open to people from Metro Manila.
To be a brand ambassador for the Company seeking to deliver first call resolution every time, ensuring customer advocacy. Passionate about our products and services, seeking to exceed customer expectations, and making us a NBN supplier of choice. Identify opportunities to upsell products and services and improve customer retention. Must have Australian Telco Experience
Duties and key responsibilities
- Effective management of daily inbound and outbound calls, emails, chats and social media
- demand delivering to SLA every time
- Being a subject matter expert for all areas of our products and services
- Accurately logging and maintaining customer records
- Knowledge sharing with customers and colleagues to maximise self-help opportunities
- Ticket escalation and resolution management within SLA
- Constantly seeking to ensure our customers stay with us, supporting where possible, and escalating where needed to retain their business
General responsibilities:
- Effective management of emails, chats and social media enquiries
- Effective management of call demand – inbound and outbound
- Identify, assess, and resolve customer needs on a first call resolution basis
- Build and maintain quality relationships with customers through open and honest communication, building trust in our service
- Ensuring up to date product and system knowledge and maintaining this continuously
- Achieve and exceed personal and business KPIs
- Provide a measured and results focussed approach to customer complaints, ensuring SLAs achieved for resolution time
- Checking and creating activation codes and successful activations
- Accurately update systems with detailed notes on all customer interactions. Specifically, CRM and billing systems
- Management to conclusion of any queries escalated to other departments or 3rd parties
- Checking and processing refunds and credit notes
- Creation and processing of manual customer invoices
- Completing SAI allocations
- Reactivation of customer accounts following service suspension
- Always go the extra mile for our customers
- Always seek to prevent and minimise churn
Criteria
- Strong written and spoken communication skills
- Ability to present written information in a structured and balanced way appropriate to the need of the reader
- Strong phone contact handling skills and active listening Experience
- Proven customer support experience or experience as a client service advisor within a Contact Centre environment
- Proven achievement of meeting or exceeding KPIs
Knowledge
- Familiarity with CRM systems and practices
- Personal attributes and other
- requirements
- Be a good team player within your department and the companyadapt/respond to different types of characters, manage time effectively
- Customer orientation and the ability to multi-task and prioritize
