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CUSTOMER EXPERIENCE ASSOCIATE

KMC Work Location: OFFSITE

Location: Taguig City, Metro Manila

Date Posted: 2022-09-19

Hiring Organization: KMC Solutions | XTN-88A7638

Career Category: Client Services / Account Management

  • Position Summary:
    • The principal focus of this position is to provide an excellent customer experience for Rho’s customers using various channels ranging from chat and email to inbound/outbound calls. In addition to Zendesk, there may be times where you’ll need to work with Rho or Spoke’s proprietary software or certain billing software
    • Candidates will work with Senior Customer Experience Associate / Customer Experience Leads who would provide guidance and training as necessary
  • Position Responsibilities:
    • Key Responsibilities:
      • Ensure customer satisfaction and provide professional grade customer support.
      • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
      • Responding promptly to customer inquiries.
      • Communicating with customers through an omnichannel approach (chat/email/phone/social media).
      • Ensure all processes and procedures for the Customer Service Group are followed and continually refined and developed.
      • Acknowledging and resolving customer complaints in the most professional manner and positively handling the conversation to minimize escalations to the next level of support.
      • Work with the team to ensure compliance with all data-privacy or data security of client-sensitive information as well as other policies governing client transactions, as well as local (host country) relevant laws.
      • Processing of orders, applications, requests, and issues in a timely and professional manner.
      • Keeping accurate records or documentation of customer interactions, transactions, comments, and complaints.
      • Help promote and support a culture of professionalism and integrity, and build good working relationships with colleagues, clients, and customers.
      • Provide feedback and insights on how existing processes may be improved.
      • Regularly attend coaching sessions with either Immediate Supervisor or Manager to foster a culture of learning and openness.
      • Participate with Employee Engagement activities that would promote the welfare and positive atmosphere for the team.
      • An ability to “speak up” and inform management of ways we can improve or make something better. Either internally or at the client level.
      • Ability to be flexible with working hours/shifts. Shift schedules may vary and rest days may eventually be assigned outside weekends depending on business needs.
      • An openness to performing Ad-hoc tasks may be assigned from time-to-time.

 

  • Position Selection Criteria
    • Personal Competencies:
      • Demonstrated customer service soft skills
      • The ability to understand and “put yourself in the customer's shoes” when handling customer concerns.
      • Ability to work effectively as part of a Team.
      • Self-motivated and ability to meet tight deadlines with a high degree of accuracy.
      • Ability to multitask, prioritize, and manage time effectively.
      • Willingness to learn and master the products and services of our clients to ensure that you can provide reliable, accurate, effective, and efficient service to our customers.
      • Comfortable working with minimal supervision.
      • Customer orientation and ability to adapt/respond to different types of characters.
      • Strong problem solving skills, and ability to closely follow detailed processes.
      • College Degree Holder preferred, or should have finished at least 2nd year college.
      • Completion of the assessment is required.
  • Technical Qualifications
    • Excellent written and verbal skills in English, including soft skills such as tone matching & empathy.
    • Proven customer support experience, preferably 3+ years of experience working with customer support.
    • Ability to multitask and learn new software. Major plus for Zendesk or Chargebee (billing software).
    • Experience with Google Suite / Microsoft Office Productivity Software.
    • Keen attention to details, comfortable with using spreadsheets.
    • Existing access to internet services at home. You will be provided a company computer and internet/power allowance is provided when WFH.
    • Advance to intermediate user of Google Suite / Microsoft Office Productivity Software

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!