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Alorica Philippines - Alorica CLARK | Retail Account | Customer Service Representative

Location Eton Centris, Quezon Avenue, Diliman, Quezon City, Metro Manila, Philippines

Job Pitch

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Your mission (should you choose to accept it) is to provide online and offline back-office support for the site – basically, everything that needs to happen off the phone starts with you!

You’ll be supporting the efforts of the contact center, and delivering insanely great administrative service.

WHY JOIN ALORICA?

Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.

Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.

But please, allow us to entice you further! As an Alorica employee, you may receive:

Paid training
Flexible training schedules
Medical and dental benefits
Paid time off
Paid holiday
Retirement planning options (401(k))
Employee discounts through client programs

Job Description

Summary

Communicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience. Maintains and updates records and databases in accordance with prescribed formats and system requirements.

Essential Duties & Responsibilities

 Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice based services.

 Verifies and updates customer information, responds to queries and resolves issues.

 Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards.

 Accurately document and update records and databases in accordance with prescribed formats and required systems.

 Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions.

 Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations.

 Understand all programs, systems, and procedures necessary to perform job effectively.

 Where applicable, communicate with customer to resolve any account questions or inquiries.

 Communicate feedback and progress to management.

 Maintain diplomacy and tact when dealing with upset or escalated calls.

 Escalate customer complaints and/or calls through the appropriate channel to management.

 Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training.

 Knowledge, understanding, and compliance with company policies and procedures.

 Provide feedback to management concerning possible problems or areas of improvement.

 Make recommendations to implement improved processes.

 Perform other duties as assigned by management.

Knowledge, Skills, Abilities & Other Characteristics:

 Ability to maintain the highest level of confidentiality.

 Observe professionalism and integrity in handling calls.

 Proficient personal computer skills, including Microsoft Office.

 Excellent interpersonal, written, and oral communication skills.

 Ability to work in a team fostered environment.

 Ability to work in a multi-tasked environment.

 Ability to prioritize and organize work.

 Ability to adapt to a flexible schedule.

Skills Required

Creative Thinker
Problem Solving Skills
Analytical Skills
Calm Under Pressure
Open to Flexible Schedules
Attention to Detail
Empathetic to Customers
Positive Attitude
Strong Communication Skills

Qualification Required

High School Graduate

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What this jobs offers

About Alorica Philippines Read more about Us

At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 50,000 employees in 73 locations across the globe. Intrigued? Learn more at www.alorica.com