Asurion

The customer service representative is responsible for acting as a liaison between customers and the company. Provide product/service information and resolve any emerging problems that customers might face with accuracy and efficiency.

ROLE

• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet or exceed client metric obligations
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

QUALIFICATIONS

• Has completed at least 2 years (82 units) in college
• 2 years of BPO customer service experience
• 6 months of BPO sales experience (voice)
• Able to understand the different accents and able to speak clearly using a neutral accent
• Excellent online communication skills including spelling, grammar, tone, and professionalism
• Strong teamwork skills
• Ability to maintain a positive attitude
• Demonstrate a good cultural fit against company values and beliefs
• Prepared to actively work as part of a team
• Able to meet challenges and can handle stressful situations
• Has customer service experience, including the ability to work well with the public and to adopt a customer perspective mindset
• Ability to multi-task proficiently for sustained periods of time
• Ability to understand Asurion websites from a customer’s perspective
• Highly developed sense of integrity and commitment to operational excellence
• Ability to work with, advise and drive solutions through all levels of an organization: from line operators to senior management
• Adaptable and willing to learn new technologies