Deskripsi Pekerjaan
EXL Services is looking for a motivated Customer Service Representative (CSR) to join our Pioneer Collections team in Alabang. As a vital ambassador of our brand, you will be responsible for delivering exceptional support and ensuring positive customer experiences. In this role, you will manage incoming and outbound communication regarding account collections, payment inquiries, and customer account management. We are seeking individuals who are empathetic, professional, and skilled at resolving complex customer issues in a fast-paced environment. Join a dynamic team and grow your career with a leading global business process management company.
Tanggung Jawab
- Handle inbound and outbound calls to assist customers with account inquiries, payment issues, and collections.
- Manage customer accounts and resolve discrepancies with a high level of accuracy and empathy.
- Communicate effectively with customers to explain policies and provide viable solutions.
- Document all customer interactions and account updates accurately in the CRM system.
- Escalate complex issues to the appropriate team members or supervisors when necessary.
- Meet daily and monthly performance targets regarding call volume and quality scores.
- Assist in the resolution of billing disputes and account closures.
Kualifikasi
- Must have at least 1 year of experience in customer service, collections, or telemarketing.
- Excellent verbal communication and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- High school diploma or Bachelor’s degree (any course).
- Must be willing to work in a fast-paced call center environment.
- Must be available to work on shifting schedules (Day, Night, or Graveyard).
- Familiarity with CRM systems and data entry is an advantage.