Customer Service Representative (Valle de Bravo)

Position Description:

The role Facilitates the prompt and effective resolution of requests or issues. Uses independent judgment, analysis and initiative to resolve problems, makes recommendations, and delivers impromptu end-user operational assistance training when required. This work maintains communications with callers throughout the analysis and resolution process particularly in difficult customer situations, keeps them informed of status, and escalates issues if deemed necessary. This role will independently identify systemic issues (e.g. system outages, widespread processing errors) and take ownership of the end-to-end process to optimize the customer experience. Your future duties and responsibilities:

• Responds to customer questions received via telephone calls, call backs and emails.
• Conducts incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
• Creates and sustains consistent superior service to customers/clients and prospects.
• Assists customers in trouble shooting and resolving issues during deployment and ongoing use of products and services.
• Effectively analyses and diagnoses complex problems with a high level of accuracy and exceptional client service.
• Fosters trust and confidence by taking ownership of support issues, provides friendly and accurate resolutions.
• Escalates issues that are beyond the level of expertise through the appropriate channels.
• Maintains current knowledge and understanding of products, services, processes and relevant legal, regulatory and technology requirements.
• Monitors completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Executes work to deliver timely, accurate, and efficient service.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed Required qualifications to be successful in this role:

With or without BPO experience — all are welcome to apply Career shifters are encouraged to apply for this role Flexible with working shift schedules Good communication skills Willing to work % onsite at our Ortigas site

Successful candidates will enjoy these benefits when you join CGI:
• Share Purchase Plan (SPP)
• Profit Participation Plan (PPP)
• Provident Fund
• Leave entitlements
• HMO coverage with acclaimed hospitals and clinics
• Extended HMO coverage
• Group life insurance
• Health and wellness programs
• Member Referral Program
• Special Meal Allowance
• Integral Member Assistance Program (MAP)
• Health and Wellness Program
• Oxygen
• Corporate Social Responsibility Program Skills:

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