Defy Limits Banner



Location: Pasig City, Metro Manila

Date Posted: 2023-07-26

Hiring Organization: KMC Solutions | XTN-ABD3784

Career Category: Call Center Operations

Position: Senior Customer Support Executive
Job brief
We are looking for a Senior Call Centre Executive that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.
The incumbent will also be charged with training and motivating the junior staff as they answer questions, handle complaints, and provide support for clients. Will also be responsible on building documentation for the process.

Would be the single point of contact for customer from the organization.

Manage inbound and outbound calls in a timely manner

Follow communication “scripts” when handling different topics

Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

Build sustainable relationships and engage customers by taking the extra mile

Keep records of all conversations in our call centre database in a comprehensible way

Frequently attend training and scrum calls to improve knowledge and performance level

Meet personal/team qualitative and quantitative targets

Will Coach and Mentor junior staff on their role

Will build documentation on the process
Requirements and skills

Previous experience in a customer support role with 3+ years

Track record of over-achieving quota along with mentoring and coaching staff

Strong phone and verbal communication skills along with active listening

Strong written communication skills on writing/ responding emails

Familiarity with CRM systems and practices

Customer focus and adaptability to different personality types

Ability to multi-task, set priorities and manage time effectively

Candidate should be able to be adaptable and receptive to startup culture

High school degree