Title:  Customer Care Representative - Pandacan Based

1. Call Handling Activities

• Arrive at work post on time and ready to work assigned hours
• Address customer issues, assuring that contract service levels and objectives are met
• Manage and respond to inquiry traffic via all available channels (calls, mobile phone calls, emails, etc.)
• Provides basic information to customers on accounts, orders, payments, products, and services
• Performs order-taking functions and initiate order requisitions, as may be required
• Complete fulfillment and distribution of customer orders and/or documents
• Conduct outbound calls, as required, for purposes such as polling, customer satisfaction, appointment reminders, product sales, etc.
• Maintain strict confidentiality of sensitive information incompliance with the Data Privacy Act.
• Prepares consolidated reports that may be required by the business
• Transfer and/or take messages in  a manner that communication is accurate, complete and timely.
• Ensures proper escalation of complex inquiries to immediate supervisor and/or service providers
• Initiates lead generation type of activities (ie: cross selling, up selling)

2. Non-Call Handling Tasks

• To accomplish accurately and completely non-call tasks (ie: special assignments, encoding of orders, email inquiries, etc.)
• Utilize prescribed CRM tool to document, process, and/or track all customer data and follow-up
• Ensures accurate processing of transactions
• Participate in call calibration sessions with team members and perform internal calibration review
• Actively participate in all training programs and team meetings, willingly learn and implement new procedures, and incorporate feedback
• Contribute to the overall efficiency and effectiveness of the team by performing all other duties as assigned

          3.   Creation of ad hoc task and/or other tasks, duties and responsibilities that may be assigned by the team leader from time to time whenever necessary.