Job Objective ( LOKAL ACCOUNT ) TAGALOG/BISAYA

The Customer Service Specialist for Non Voice are highly motivated individuals who can perform well in a fast paced environment. An excellent communicator using different communication channels. Being detail oriented and critical thinking is also a must in becoming a successful CS Non Voice Specialist This role is primarily responsible in handling non voice tickets received from users via different platforms. This role is important so we can provide 5-star customer service in all customer interaction, since this is key to continuously grow our brand. This Specialists play a key role in this goal as we are tasked to:

• Be the frontliner to receive all user concerns
• Gather user information and facilitate initial investigation to understand the issue
• Resolve user concern that are within CS scope of support
• Escalate user concern that needs assistance from relevant department
• Follow up resolution and update user of any progress regarding their concern
• All user interaction by CS Non Voice Specialist is processed through company assigned CRM. - These interactions are recorded to monitor service delivery and individual performance against KPI.

III. Key Responsibilities (will be advertised in our Job Boards)

1. Receive customer information through various Non-Voice channels: Social Media, Email, Text Message
2. Support and handle any arising issues for customers and drivers during the service process
3. Provide consulting, answers, and solutions to customer and driver inquiries or complaints related to XanhSM products and services
4. Conduct surveys to gather feedback, and assess customer satisfaction regarding product quality, services, and after-sales programs
5. Implement sales and customer service programs according to plan (promotions, loyalty programs, etc.)
6. Record and report customer feedback, proposing timely and effective solutions
7. Perform other duties and tasks as assigned by the direct manager based on organizational needs and evolving business requirements

IV. Job Requirements

Qualifications

1. Communication Skills

• Excellent verbal and written communication skills using English and Filipino Language.
• Ability to use different Filipino dialects (Bisaya, Ilocano, Kapampangan, etc.) is a plus.

2. Work Experience

• With at least 2 years of experience with customer service industry is required with following background:
• Experience in call center / BPO industry handling customer concerns
• With background related to transportation service, logistics or any related fields

3. Educational Background

• Must be at least a Senior High School Graduate or higher educational attainment.

4. Work Set Up

• Amenable to 100% work on site and flexible to shifting schedule.
• Amenable to working during weekend and holidays.

5. Other Skills Required

• Ability to multitask, prioritize and properly document case details
• Ability to use office tools such as (Microsoft Office, Google Suite, etc.)
• Critical thinking in resolving user issues and has the ability to adapt to fast paced environment