JOB DESCRIPTION
Reporting to the Service Operations Manager, this position is responsible for working in a multi-channel environment and providing an exceptional level of customer service, communicating professionally with all customers, vendors, and staff, and supporting and executing projects and reporting.
JOB QUALIFICATION
SCHEDULE: 6 PM – 3 AM Eastern Standard Time, follows Philippine Holidays
POSITION TYPE: Full Time
WORK ARRANGEMENT: Remote
ESSENTIAL FUNCTIONS
· Monitor customer requests from the websites to ensure they are responded to within customer parameters
· Create service or parts orders as required
· Handle dispatching as required
· Resolve problems by clarifying issues
· Research and explore answers and alternative solutions
· Implement solutions and escalate unresolved problems.
· Follow up on outstanding issues and ensure that the customer is updated as required
· Perform basic telephone troubleshooting
· Deal with job stress, angry callers, and upset customers effectively
· Maintain key performance metrics
· Handle customer billing and inquiries
· Sell additional services and products by recognizing opportunities to upsell accounts
· Make outbound calls to follow up and or update on service requested, and gather customer feedback
· Participate in individual and team coaching sessions to ensure quality service is provided
· Assist with other projects as required
QUALIFICATIONS
· A Bachelor’s degree is an advantage
· Ability to listen attentively, ask probing questions, and use the information provided by customers to tailor responses and actions to meet the customers' specific needs
· Excellent interpersonal, written, and oral communication skills
· Ability to exercise flexibility, initiative, good judgment, and discretion
· Ability to multi-task in a fast-paced environment
· Detail-oriented, accurate, and time-conscious
· Possess excellent problem-solving skills
· Experience building successful relationships
· Ability to learn and navigate new software quickly
· Experience in a multi-client environment
· Aptitude in data management, analytics, reporting preparation
· Ability to function in an autonomous environment—independent worker, self-directed
OTHER JOB REQUIREMENTS
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COMPANY OVERVIEW
Join a company with values you can be proud of and a place where you can grow, be supported and reach your goals. Living our values every day is the reason people love working at DOXA - and it's all about Trust, Transparency, Inclusion, Excellence and Results. Together we can build culture of bayanihan with an eye toward lifting up our global community.
We care about you, your family, your community, and your wellbeing. The culture we provide as well as our competitive benefits are an investment in you as we strive to make an impact together.
Competitive PayWe are not a low-cost BPO because we believe in paying you what you are worth.
Premium BenefitsWe offer exceptional benefits to ensure you and your family have the coverage you need – from health plans and paid time off to daily meal subsidies. We treat your family as an extension of ours.
Flexible WFH OptionsWe give you the option to work from home or in the office. This gives the flexibility you need and allows you to spend what would be commuting time with your family and working towards your personal growth.
Culture Of ExcellenceWe have high expectations. Working with like-minded, driven people gives you the opportunity to learn from them, share knowledge, and lead alongside the best of the best.
Professional DevelopmentWe connect you with clients who share your same values and finding a role that encourages your strengths, you have the opportunity to realize your full potential and continue to grow.
Get to know us more. Please visit our website: www.doxa7.com