Join Our Team

Job title:  Customer Service Representative 
Work Location: Bonifacio Global City (BGC) in Taguig City
Experience:  6months -1 Year
Education Qualification: High School Diploma
No of openings: 100+ Openings
Walk-in Interview: Every Monday – Wednesday
Walk-in Date: 9.30 AM to 3.00 PM

Roles and Responsibilities:

• Manage large amounts of incoming phone calls, Emails and/or Chats
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Required and Desired skills:

• 6-12 months of proven customer support experience or experience as a Client Service Representative
• High school diploma
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Job title: Quality Analyst – Customer Service
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of quality analyst experience

Job Summary

• Analyses and measures the effectiveness of existing contact center processes and develops sustainable, repeatable and quantifiable process improvements. Collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. Monitors resource requirements, call volume, quality and efficiency of customer contact center operations. Collaborates with training resources to provide training on improved processes.

Roles and Responsibilities:

• Performs root-cause analysis, identifying issues and trends. Provides feedback and assistance to management for developing resolution to the identified issues
• Effectively and appropriately interact with team members who have varied backgrounds and temperaments
• Must remain professional at all times while working and communicating with clients, and employees.
• Through coaching, ensures agent quality guidelines and metrics are achieved
• Monitor team’s calls(live and recorded) and emails to proactively identify potential problems and coach them.
• Should have an eye for details and should be in a position to analyze trends.
• Meet or exceed all deadlines for reporting, monitoring/coaching and preparing quality performance dashboard for the program
• To be actively involved in team and client meetings/calls
• To be actively involved in floor support
• Train employees on QA guidelines and any
• Participate in weekly external and internal calibrations
• Work on special projects and other duties/responsibilities as business requires
• Demonstrate teamwork by supporting and assisting other team members as necessary
• Demonstrate flexibility by working varying shifts and responding to unanticipated events

Required and Desired Skills:

• Knowledge of Microsoft Office
• Able to provide and receive coaching and feedback
• Able to multi-task
• Have good planning, organizing and problem-solving skills
• Able to encourage, motivate and provide recognition
• Working knowledge of the quality policies and procedures
• Prior quality assurance experience (in a customer service call center setting) is preferred.
• Previous experience in providing coaching and feedback in call center environment.
• Deep understanding of contact center QA best practices (with call/chat/email monitoring, calibrations, scoring)

Job title: Technical Support Engineer – Italian
Location: Mauritius
Education Qualification: School Certificate or Higher School Certificate
No of openings:  10

Roles & Responsibilities/ Job Description:

• Provide support through Voice, Chat, Email & remote assistance (universal agent)
• Provide WOW customer experience
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into the system
• Ability to follow processes, meet and exceed KPIs
• Identify and escalate priority issues
• Case/Ticket documentation
• Adhering to standard operating procedures required by the process and organization
• Awareness of relevant service levels

Required Skills:

• School Certificate or Higher School Certificate 
• 6 months to 1-year experience.
• Italian Proficiency Language Native or near-native speaker
• Good understanding of French and English languages
• Excellent verbal and written communication skills
• Customer service orientation

Job title: Technical Support Engineer – German
Location: Mauritius
Education Qualification: School Certificate or Higher School Certificate
No of openings:  10

Roles & Responsibilities/ Job Description:

• Provide support through Voice, Chat, Email & remote assistance (universal agent)
• Provide WOW customer experience
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into the system
• Ability to follow processes, meet and exceed KPIs
• Identify and escalate priority issues
• Case/Ticket documentation
• Adhering to standard operating procedures required by the process and organization
• Awareness of relevant service levels

Required Skills:

• School Certificate or Higher School Certificate
• 6 months to 1 year experience
• German Proficiency Language Native or near-native speaker
• Good understanding of French and English languages
• Excellent verbal and written communication skills
• Customer service orientation

Job title:  Trilingual Customer Support Representative
Work Location: Barranquilla, Colombia
Experience: 6 months
Education Qualification: Bachelor’s Degree

Roles and Responsibilities:

• Provide a world-class experience to our customers by answering incoming questions from multiple channels, including phone, chat, and email.
• Resolve solutions to help customers thrive.
• Conduct procedures to escalate and coordinate the customer response in accordance with values.

Required Skills & Desired Skills: 

• English Language with B2/B2+.
• 6 months of experience in customer service
• French Language Be/B2+.