Customer Service Representative

Customer Service Representative

To give OX Tools a professional image in the customer's eyes and ensure customer satisfaction through a consistently high standard of answering incoming calls and solving problems / issues.

Key Responsibilities

Key Accountabilities:

• Deliver excellent customer experience by providing product information, solve problems and processing orders.
• Demonstrate excellent customer service skills in every interaction and ensure timely, one-contact resolution with customers.
• Effectively escalate customer issues using empathy and conflict resolution skills.
• Utilize effective time management and prioritisation skills in order to handle a high volume of calls in a fast-paced environment.
• Ability to investigate, in detail, a customer's issue to identify the cause of the fault.
• Take phone calls to support our customers via phone.
• Quote processing, Order processing and Sample order processing
• Review and maintain open orders on a daily basis to ensure all Open Cases, Delivery Blocks, Billing Blocks, Incomplete orders and orders delayed for any reason are proactively managed

KPI's:

• Call Quality Assessments completed with Team
• NPS: >30
• Emails in inbox greater than 48 hours: <2
• Open Cases at end of month: > 10

Skills/Experience

• People oriented and results driven

• Excellent active listening, negotiation and presentation skills

• Competence to build and effectively manage interpersonal relationships at all levels of the company

• Effective relationship building, networking and influencing skills

• Excellent communications skills – written, verbal and interpersonal - with an ability to tailor communication style to diverse audiences

• Excellent organisational skills and attention to detail

• Ability to prioritise tasks and to delegate them when appropriate

• Ability to identify, analyse and develop effective solutions to problems

• Ability to act with integrity, professionalism, and confidentiality.

Candidates must be located in Cebu, Philippines.

AU Office hours (Mondays to Fridays)