- LocationMetro Manila North, Philippines
- Job typeFull time
Communicate via phone, chat, or mail with our clients in English or other languages to provide support and/or resolution to their telco concerns and ensure high-quality customer experience by utilizing a variety of software tools to navigate customer accounts, view plans, product, and services acquired, troubleshoot telco concerns, research and review policies, and communicate effective solutions.
Answer and/or initiate a variety of real-time inbound and/or outbound voice and/or non-voice based transactions regarding products and services.
Ensure all information given to customers are articulated clearly, concisely, and accurately.
Provide prompt resolution to customers’ telco inquiries and/or issues by providing appropriate and accurate information, and effective troubleshooting steps using available resources ensuring customer satisfaction.
Document all calls and escalations received.
Take care of customer callbacks and ensure issue resolution.
Keep track of emergency issues.
Determine the need for all off-site escalations according to documented criteria.
Maintain diplomacy and tact when dealing with upset customers or escalated calls.
Communicate feedback and progress to management.
Provide feedback to management concerning possible problems or areas of improvement.
Have knowledge, understanding, and compliance with policies as set out by clients.
Have knowledge, understanding, and compliance with company policies and procedures.
Perform other duties as assigned by management.
About Alorica Philippines
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 50,000 employees in 73 locations across the globe. Intrigued? Learn more at www.alorica.com