Senior Customer Service Representative

At Percepta, we bring first-class service across each market we support. As an onsite Senior Customer Service Representative, in Cainta, Rizal you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing…

The Senior Customer Service Representative acts as the Senior Analyst / Subject Matter Expert. Assist to ensure service levels and customer satisfaction are met; some Supervisory responsibilities may be included.

During a Typical Day, You’ll

• Perform all Universal Agent responsibilities with consistent reliability:

§Accurately respond to customer inquiries.

§Schedule Flexibility

§Mentor new team members.

§Demonstrate Leadership capabilities.

§Provide support for on-line applications.

§Initiate outbound contacts, as appropriate.

§Document customer contacts, as appropriate.

§Utilize appropriate resources to respond to internal and external customer

§inquiries

§Identify and report all concerns regarding the programs to the Team

§Leader as necessary

• Handle supervisor calls as appropriate; including the Hotline (based on the program)

·Supporting the Analysts on the hotline involves:

·Providing accurate information

·Educating the Analysts on the answer to the inquiry

·Handle the Analysts with patience and respect

• Based on the program, participate in the supervision of employees including:

performance review process and coaching and counseling

• Monitor and maintain service level goals; ensure the Agents are properly

supporting the required service levels

• Act as a liaison with internal business partners when applicable

• Understand, adhere to, and support, all Percepta and internal Business Assistance Center – ISO and Quality systems and initiatives

• Complete training courses as directed by Operations and/or Training.

• Supports teammates with problem resolution

• Escalate concerns as appropriate; identify Call Center problems and bring to the attention of appropriate Supervisor or Manager

• Complete additional tasks / projects as needed

Additional Responsibilities

• Helps identify process improvements and best practices for the Team and brings to the attention of the Team Leader

• Develop and maintain professional working relationships

• Serve as a role model to the Business Analysts in professionalism, information accuracy, dependability and timeliness

• Meet or exceed all performance scores for key metrics

• Adhere to Call Center Policies and Procedures

What You Bring to the Role 

Education

• High School Diploma required. Associates degree or 2+ years of college preferred.

Experience

• Consistently meet all Agent competencies

• Strong Program knowledge

• Thorough knowledge of all Call Center specific processes, databases and programs

• Understanding of the Quality Policy and related company goals

• PC Navigation / good computer and typing skills. Ability to run several windows applications simultaneously

• Ability to troubleshoot and analyze problems

Skills

• Excellent customer service ability

• Demonstrates leadership qualities

• Displays professionalism and a positive attitude

• Ability to effectively communicate with customers, managers, and co-workers

• Strong oral and written communication skills

• Team building skills

• Leadership skills

• Mentoring ability

• Time management and organizational skills

• Ability to work well with others

• Reliability

• Ability to multi-task

• Good listening skills

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

·        Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

·        Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

·        Leave it better – We take ownership and leave every process, person, and place better than we found it.

·        Win together – We succeed as one—celebrating, supporting, and showing up for each other.

·        Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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