Customer Service Officer

Philippines

TASKS AND RESPONSIBILITIES

• Receive, process, and handle incoming requests whether by telephone or in writing and respond as required in a professional and timely manner
• Monitor the online chat function and respond to all client queries as required.
• Login to various client portals and extract bookings and enter them into the ETG Booking System.
• Monitor all Social Media accounts and respond to any queries in a prompt and professional manner.
• Carefully read booking details off any correspondence and ensure the information is transferred into the reservations screen accurately.
• Confidently make phone reservations in a timely manner whilst ensuring all information is read
• back and confirmed to ensure information is correct.
• Organize and priorities your daily work to utilize the time efficiently and effectively
• Positively contribute to the teams’ daily goals with communication and following procedures of a daily checklist that nominates you for specific tasks each day.
• Be warm, courteous, and polite to clients, other team members, contractors, and chauffeurs
• Stay engaged and educated on all the technology advances we make on an internal and external level.
• Encourage and empower our clients to utilize the technology options we provide
• Always look for ways to improve and promote quality and demonstrate accuracy and thoroughness with strong attention to detail
• Fully understand the company’s various business names and services offered
• Contribute ideas that will enhance the Company’s growth whether in procedural or service level suggestions.
• Comply with all Equity Transport Group’s policies and procedures, including but not limited to Social Responsibility, Environmental and Social Media policies
• Take responsibility for your own actions; Keep commitments; Complete tasks on time or notify appropriate person with an alternate plan
• Show leadership by exhibiting confidence in yourself and others; Accept feedback from others; Give appropriate recognition to others. Treat people with respect, work with integrity and ethically.
• Focus on solving conflict, not blaming; Maintain confidentiality; Listen to others without interrupting; Keep emotions under control; Remain open to others' ideas and try new things
• Understand the reporting procedure within the organization and fully support your manager and management team
• Fill out the required documentation that relates to your position e.g. time sheets, incident reports etc.

KEY SKILLS

• People oriented
• Active listener
• Ability to multitask and work under pressure
• Excellent written and oral communication
• Pleasant telephone voice and manner
• Outstanding communication and problem-solving skills
• Ability to type quickly, effectively, and efficiently
• Capability to work independently with time constraints
• Work well in a team and autonomously
• Punctual and dependable
• Ability to deal patiently with customer enquiries and problems, and ability to remain courteous and polite
• Ability to work in an area with changing and sometimes conflicting priorities

QUALIFICATIONS/REQUIREMENTS

• Minimum 1-year experience in a similar customer services role, handling customer enquiries and complaints
• Experience working with Microsoft Office Suite