Client Services Agent (CSR)

Job title: Client Services Agent (CSR)

Company:


Job description: Requirements

• Candidate must possess at least a Bachelor’s/College Degree, Senior High School Diploma, Some College (But did not graduate) on any course.
• Fresh Grad / Entry Level specializing in BPO/Call Center or equivalent.

ResponsibilitiesPosition Description
The Client Services Agent’s main job function is to receive customer calls and deliver excellent customer service by addressing customer queries/concerns. The job requires documenting all customer interactions accordingly and producing quality service in accordance to set guidelines and key performance indicators. Senior Agents can serve as mentors and subject-matter experts to support operational efficiency and excellence.Key Responsibilities:

• Answers customer calls and addresses issues/concerns regarding Wealth/Insurance Management.
• Assesses customers’ needs/requests by effective information gathering, research, and problem-solving based on standard processes
• Provides accurate and complete needed/requested information following a set of call flows and processes.
• Communicates appropriate options to provide timely and long-term resolution
• Clearly and Accurately Documents/Logs all customer interactions following the quality standard
• Coordinates with a higher level of support for the out-of-scope type concerns
• Mentors to New Joiners
• Subject Matter Experts / Floor Support
• Participates in special tasks and performs other duties as assigned

Additional RequirementsEducational Background

• At least Senior High School Graduate (K-12) or College Undergrad
• Customer Service/Contact Center Training and/or Certification is an advantage but not a requirement

Career Experience

1.5 years to 3 years of Call Center Experience as a Customer Service Representative

1.5 years to 3 years experience in servicing Wealth/Insurance Management engagements/accounts.
Skills

• Ability to carry on a spontaneous and personable conversation in English.
• Establishes rapport and promotes effective relationships with customers; Good interpersonal skills
• Effectively facilitates customer interactions following the Company and Client’s service strategy and policies.
• Ability to anticipate customers’ future needs and provide options for holistic service.
• Ability to deescalate irate or difficult customers
• Ability to document relevant call details clearly and cohesively following quality standards.
• Proactive compliance and Knowledge Retention on call flows, directives, and processes.
• Typing/keyboarding proficiency
• Basic Computer and Internet Literacy.

Other Expectations

• Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to rest day schedules; adheres to leaves filing policy outlined by the engagement/company
• Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
• Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive transaction queues caused by absenteeism
• Team player
• Can work under pressure
• Amenable to work on a shifting schedule
• Must be flexible with the ability to adapt to changes quickly.
• Proactive and has a customer service-oriented mindset
• Receptive to feedback and willing to learn

Additional Info

• Location: Taguig City, National Capital Region (NCR).
• Full Time position(s) are available.
• Number of vacancies: 10.

Social Media FooterFollow us on Facebook:Visit our website:Apply to our job portal:Insights you can act on #WeAreCGIAbout UsFounded in 1976, CGI is a global IT and business process services provider delivering high-quality business consulting, systems integration and outsourcing services. With 74,000 professionals serving clients from hundreds of locations worldwide, CGI has an industry-leading track record of on-time, within budget projects, aligning our teams with clients’ business strategies to achieve top-to-bottom line results.With global delivery capabilities in centers located across five continents, we offer our clients the best value, advantages of scale and operational efficiencies, as well as the ability to reduce their time to market

Expected salary:

Location: Taguig City, Metro Manila

Job date: Mon, 24 Mar 2025 03:49:53 GMT

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