Customer Service Representative - Fresh Graduates

The Customer Support Center (CSC) handles interactions received by the department that is based onshore in Deer Valley, Phoenix Arizona. Interactions vary from Customer contact/interactions, Chats and Emails from Albertsons Companies consumers, employees, and other customers. The CSC handles consumer needs from accounts and services assistance, access issues, rewards and loyalty handling, store transactions and payment concerns, inquiries/complaints/commendation for our Retail and Backstage Employees and other consumer related interactions. This role will report to the Manila Albertsons Companies Philtech office in BSO Corporate Center Taguig.

The Agent works under direct supervision, adhering to established procedures, scripts, and service standards when handling customer interactions through calls, chats, and emails. The role has limited autonomy, requiring strict compliance with defined processes and escalation protocols, with any deviations or exceptions to standard handling subject to supervisor approval to ensure accuracy, quality, and policy adherence.

Responsibilities

• Opens customer accounts by recording account information.
• Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Handle customer questions and service requests
• Communicate in the language of the customer by avoiding technical terminologies and jargon.
• Gather information from customer by asking probing questions to analyze issues and identify underlying problem/s.
• Work to build cooperative relationships with customers.