Senior Customer Service Officer

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Job Descriptions

  • Supports customer experience associates by responding to questions about process and handling escalated calls when necessary
  • Carrying out team meetings and actively participating in the monthly, weekly meetings when necessary
  • Creating a conducive work environment for all the call center’s employees.
  • Facilitating cross-functional communication within employees for improved working condition.
  • Communicating the company’s purpose, core values, vision to the front employees.
  • Provides on the fly feedback to the representatives for performance improvements
  • Manages trackers and organizational or documents as required by the program.
  • Acts as point-of-contact for the Team Supervisor when he or she is engaged in meetings or critical tasks

Job Requirements

  • Be able to work on shift
  • Strong knowledge of customer care techniques and processes.
  • Exceptional analytical and listening skills.
  • Ability to operate well in a fast paced call center team environment.
  • Familiarity with several voice and non-voice logging systems and tools.
  • Keenness and flexibility to work extended hours.
  • Bachelor’s degree in administration, commerce, management or any related field from an accredited institution.
  • Preferably 2 years experience in a customer experience representative role

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