Tier 2 Customer Service Representative

Position Summary

We are looking for an experienced Tier 2 Customer Service Representative who can handle complex customer inquiries and deliver excellent service for multiple lines of business. This role involves both inbound and outbound calls, focusing on sales and customer support. You must be comfortable managing high call volumes (50+ calls per shift or 250 calls per week) and providing efficient, personalized solutions. As a Tier 2 CSR, you will help maintain smooth operations by resolving issues, preventing escalations, and meeting the needs of a variety of customers.

Job Details

• Work Setup: Onsite – Bridgetowne, Quezon City
• Schedule: Shifting schedule, including night shifts, weekends, and holidays as needed
• We are looking for someone who is flexible and amenable to work onsite on any shift schedule.

Key Responsibilities

• Handle a minimum of 50+ calls per shift (or 250 calls weekly), including inbound and outbound sales, customer service, and follow-up calls.
• Support at least 3 lines of business, potentially more as the business grows or changes.
• Use active listening and strong problem-solving skills to manage and resolve complicated customer issues.
• Prevent escalations by providing accurate information and offering suitable solutions.
• Collaborate with team members across multiple business units to meet customer needs.
• Document customer interactions thoroughly and accurately in the appropriate systems.

Qualifications

• 4+ years of BPO experience, preferably handling multiple lines of business (customer service, sales, and outbound calls).
• Solid understanding of key industry metrics, including call handling, average handling time (AHT), and resolution rates.
• Strong adaptability to changes in schedules, business demands, and processes.
• Excellent written and oral communication skills, with the ability to convey information clearly.
• Proven ability to manage high call volumes in complex programs (experience with CS, sales, and multiple business units).
• Skilled at conflict resolution, handling escalated issues tactfully and professionally.
• Comfortable using multiple computer systems and tools while speaking with customers.
• Strong analytical skills to identify and address customer concerns.
• Able to troubleshoot basic technical issues.
• Good attendance record with no more than four absences in the past year.

What We Look For

• Team Player: You understand how your role fits into the bigger picture and collaborate effectively with others.
• Reliability: Strong work ethic, consistent attendance, and the willingness to go the extra mile.
• Confidence and Clarity: You can communicate in a friendly, natural way that puts customers at ease.
• Results-Driven: You handle complex situations swiftly, provide top-notch customer service, and help meet business goals.