Alabang | Customer Service Representative I | Travel Account

Department:     Operations                                           Reporting to:   Supervisor

Supervises:      NA                                                        FLSA:   Non-Exempt

Company Summary:

At arvato, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!

Position Summary:

This position is responsible for providing problem resolution and world class customer experiences for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials. This position supports client customers in the following area: technical and service support. The individual in this position must possess strong customer service and troubleshooting skill they have an entrepreneurial spirit with individual initiative that delivers on a culture of doing everything possible to ensure that every customer they interact with feels satisfied in an empowered environment In addition, they will be responsible for adhering to personal performance metrics, accepting coaching, and improving their personal performance as instructed.

Overall Responsibilities:

• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
• Records customer inquiries by documenting inquiry and response in customers' accounts.
• Supports account’s specific programs
• Assists in developing and streamlining procedures
• Nurturing high-end clientele and be contact person for status of application and orders, billing issues, customer profiles, program and campaign information
• Answers telephone, e-mail, fax, letter, chat and newsgroup inquiries posed by customer
• Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations)
• Assists customers in enrollment process including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer
• Takes orders over the phone for replacement materials
• Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines
• Processes and investigates returns
• Updates and maintains Contact Management System Software
• Contacts customers for marketing, survey and follow up purposes
• Performs necessary job costing functions. Enters manual orders into ERP system
• Captures and documents customer complaints
• Keeps abreast of program changes and informational updates
• Works with Microsoft and Vendor owned tools and websites
• Complies with company set procedures
• Supports account’s specific programs
• Assists in developing and streamlining procedures
• Take in customer credit card information and Personal Identifiable Information with the responsibilities of protecting the data as defined in the client security requirement, company information security policies.

Job Requirements:

Knowledge, Skills & Abilities:

• Customer Orientation and Focus
• Ability to multitask (talk, type, navigate)
• Minimum typing speed 20 WPM
• Problem solving and resolution skills
• Strong internet navigation and website user knowledge
• Organizational and team work skills
• Conflict resolution skills
• Experience with contact center technologies
• Experience working in a Financial/Banking industry an asset.
• Sales, cross-selling, and up selling experience desirable.
• Ability to work in a fast paced environment.
• Excellent verbal and written communication skills.
• Computer proficiency and knowledge of how and when to use reference material and on-line information.
• Phone Etiquette skill.
• Flexibility in regard to work schedules
• Ability to maintain strict confidentiality with customer account information.
• Strong customer services skill.

• Minimum high school diploma or equivalent, required
• Prior contact center or customer service experience preferred
• Demonstrated problem solving and decision making skills.
• Effective time management and organizational skills.
• Experience in Windows and Internet-based environment required.

Physical Demands & Work Environment: 

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: while performing duties of job, employee will primarily be using a computer to complete his or her job functions as described above.  Sitting at a desk and typing for a consecutive amount of time may be required to complete his or her job functions as described above.  Lifting Employee talk, hear and read.
• Requires mobility.
• Requires the use of office equipment such as multi-line telephone systems, fax machine, telex, copy machine, computer and calculator.
• Requires reaching up to 24 inches. Requires the ability to distinguish letters, numbers and symbols. Requires hand/eye coordination.
• Requires the ability to work long hours and endure stressful conditions.
• Ability to be extremely flexible.
• Work environment:  Noise level in the work environment is within normal conditions

• Constant contact with staff and customers

Standard General Security Roles and Responsibilities         

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with arvato Confidentiality policy and Corporate Information Security Policies and Procedures.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions.  It indicates the kinds of tasks and levels of work difficulty required of positions given this classification.  It is not intended as a complete list of specific duties and responsibilities.  Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision.  Nothing contained herein is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and the Company.  The Company retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.  I have read and understand the requirements of this job description and I am able to meet the requirements as listed above with or without reasonable accommodations