Customer Service Specialist (Night Shift)

Green

GSM Philippines is looking for Customer Service - Voice Specialists who are highly motivated individuals who can perform well in a fast paced environment. This role is primarily responsible in handling voice tickets received from users via different platforms.

Providing 5 star customer service in all customer interaction is key to continuously grow our brand. Our Voice Specialist will play a key role in this goal as we are tasked to:

• Be the frontliner to receive all user concerns
• Gather user information and facilitate initial investigation to understand the issue
• Resolve user concern that are within CS scope of support
• Escalate user concern that needs assistance from relevant department
• Follow up resolution and update user of any progress regarding their concern

Key Responsibilities

• Receive customer information through various Voice channels: Social Media, Email, Text Message
• Support and handle any arising issues for customers and drivers during the service process
• Provide consulting, answers, and solutions to customer and driver inquiries or complaints related to Xanh

SM products and services

• Conduct surveys to gather feedback, and assess customer satisfaction regarding product quality, services, and after-sales programs
• Implement sales and customer service programs according to plan (promotions, loyalty programs, etc.)
• Record and report customer feedback, proposing timely and effective solutions

Qualifications

• Communication Skills: Excellent verbal and written communication skills using English Language
• Work Experience : At least 2 years of experience with customer service industry is required with following background: Experience in call center / BPO industry handling customer concerns or with background related to transportation service, logistics or any related fields
• Educational Background: Must be Senior High School Graduate or higher educational attainment
• Work Set Up: Amenable to 100% work on site and shifting schedule (night shift). Amenable to working during weekend and holidays.
• Other Skills Required: a) Ability to multitask, prioritize and properly document case details; b) Ability to use office tools such as (Microsoft Office, Google Suite, etc.); c) Critical thinking in resolving user issues and has the ability to adapt to fast paced environment