Customer Experience Agent - Pasay

Alorica

Pasay, Metro Manila, Philippines

JOB SUMMARY

Performs routine customer service phone support to client specific needs. Work is performed under regular supervision. JOB RESPONSIBILITIES
• Responds to requests and calls from customers related to client specific programs and products
• Identifies and responds to customer’s needs based on designated procedures of account/client
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call related information of each call received for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues OTHER RELATED DUTIES
• Escalates calls to supervisor when necessary and appropriate
• Maintains and updates customer information as necessary
• Provides support and assistance as needed
• Up-sells to customer upgrades as... More Detail

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