Customer Experience Associate in Mandaluyong at IBEX

Date Posted: 11/17/2020

Job Snapshot

Job Description

The CSR’s main objective is to efficiently provide high quality and accurate resolutions to customers and therapists under stipulated policies and procedures, by offering support and answering inquiries related to customer service and technical support and suggest products or services that cater to the customer’s needs.

 

• Provide phenomenal support by handling inbound and outbound call volume, answering emails and text messages, and responding to online chat inquiries

• Match therapists to existing appointments that are unfilled

• Educate new customers about the services that we offer

• Provide exceptional service to Soothe’s most valued clients

• Help engage and maintain quality client relationships

• Ensure the VIP customers receive the white glove service that surpasses their expectations

• Manage VIP appointments and preferences

• Accommodate client communications (calls, texts, emails)

• Assist with client retention

• Participate in unique, cross-departmental projects

• Assist therapists with challenges contacting customers, parking, and other logistical challenges

 

Job Requirements

• Completed at least 2 year in College or a 2 year Vocational or Certificate course in any field or finished K-12 Program.

• High School Graduate - with relevant work experience

• Preferably 1+ year of customer service in a call center setting

• Excellent customer service and administrative skills

• Above average written English skills

• Above average oral English skills

• Technologically proficient

• Able to converse spontaneously and effectively to build customer confidence and rapport

• Able to comprehend and follow instructions and procedures

• Able to multi-task

• Ability to know how much services/products cost, and understanding the value of cost – cost conscious

• Typing and written English proficiency

• Friendly, enthusiastic and fun personality

• Passionate in talking over the phone

• Comfortable with a fast-paced, changing environment

• Entrepreneurial mindset - willing to wear multiple hats and grow with the company

• Flexibility in terms of schedule; willing to work on weekends, holidays and GY shift

• Professional and amicable communication skills

• Strong sense of ownership, passionate about the resolution of any difficult situation

• Able to make phone calls with an upbeat and positive attitude

• Able to follow-through on verbal and written agreements

• Demonstrate the ability to be empathetic and positive in difficult situations

• You are technically savvy, able to quickly learn and explain different product features

• Experience with high end or VIP client services is preferred

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