Customer Care Specialist – Control Centre Operator

CSR – Car Park Control Centre Operator is responsible for providing effective and courteous support to customers in relation to their car park issues and experience through voice calls and emails. This includes being focused on enquiry resolution, a positive customer focused attitude at all times and taking ownership of the customer’s issue until it gets resolved. Duties and responsibilities as follows but not limited to:

  • Respond to customer’s enquiries through intercom, toll free number, email relating to information and fault calls/emails, resolving as many queries as possible on the first interaction.
  • Track enquiry resolution progress and proactively call/email customers with a status update or resolution if queries cannot be resolved during the first interaction.
  • Compile reports accurately and within customer deadlines.
  • Logging and classifying all calls and requests to be collated and reported on a daily basis.
  • Recognize and escalate rising or recurring problems as well as outdated processes for business improvement.
  • Filter enquiries and escalate issues to the assigned partners if needed in order to provide accurate resolution.
  • Accept additional tasks/projects or areas of responsibility that will improve the Control Centre performance.

JOB REQUIREMENTS:

  • Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree, any field.
  • Atleast 2 years of experience in a customer service or contact centre environment worked preferrably as an SME or Senior CSR/TSR from the previous role.
  • Values CSAT & FCR by effective probing, empathizing with customers and clearly explaining resolution.
  • No Attendance Issues/trend from previous role
  • Strong verbal and written communication skills engaging to assist Australian customers/clients.
  • Advanced skills on Microsoft Office (Word, Excel, PowerPoint) with basic MS Reporting and knowledgeable about SimPRO but not required.
  • Flexible schedule – shifting/rotational and graveyard shift work (including Holidays)
  • Salary Package: up to PHP 25,000 per month (inclusion of HMO from day 1 and nontaxable allowances)
  • WFH set up during quarantine. Office located at L7 The 30th Corporate Center, Ortigas Center, 30 Meralco Avenue, Pasig City
  • 2 full time positions available. TO START APRIL 2022!

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