Customer Service Representative (dayshift)Ascentri Inc.

Who we are?
 
We are not a BPO company :). We operate directly within the framework of Coinop Group, an Australian company.
 
Ascentri Inc. serves as the central support hub for Coinop Group, an esteemed Australian enterprise. Since its establishment in 1999, Coinop Group has become a leading provider of over 2000 claw machines spread throughout Australia. They have secured contracts with major shopping center conglomerates and offer support to the thriving Koalakrane franchise business.
Located in the vibrant heart of Cebu, the Ascentri office was created with the sole purpose of bolstering the Australian enterprise. Our skilled team offers a wide range of services, including accounting, top-tier customer service, and cutting-edge IT solutions.
 
Join our remarkable team, where we celebrate collaboration, open communication, the free exchange of ideas, and the relentless pursuit of technical innovations. We're dedicated to paving the way for your career growth, inviting you to be a part of the thrilling journey marked by innovation, success, and boundless expansion.
 
We are actively looking for a persuasive, attentive, and resourceful Customer Service Representative who is responsible in managing incoming calls and customer inquiries and requests, handling complaints or concerns and providing appropriate resolutions, and identifying and assessing customer needs to achieve satisfaction.
 
Job Responsibilities:
Answer incoming calls and interact with customers regarding customer complaints, customer refunds, product issues, service questions and general client concerns.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and make follow up to ensure resolution
Manage company's social media platform to monitor customer queries and concerns and escalating it through the correct channels
Maintain a positive, empathetic, and professional attitude toward customers at all times
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.
Keep records of customer interactions, process customer accounts and file documents.
Follow communication procedures, guidelines and policies.
Build sustainable relationships and trust with customer accounts through open and interactive communication
Compile reports on call logs and overall customer satisfaction
Escalate unresolved issues to relevant internal teams and ensure that appropriate action is provided
Handles daily offline machines' update, follow-ups and resolutions.
Job Requirements:
Bachelor's degree in Mass Communication, English, Literature, and any related course
Proven customer support experience of at least 3 years
Customer orientation and ability to adapt/respond to different personalities
Must have excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively
Must adapt well to change and successfully set and adjust priorities as needed
Experience in social media management is a plus
Must be proficient with Microsoft Office Suites
Willing to work onsite, Mondays to Fridays
We proudly offer the following additional perks & benefits:
HMO coverage after a month for you and a dependent, with Php150k coverage. No limits for additional dependents who will also enjoy the same coverage as yours.
Free counseling support for mental health through our Employee Assistance Program helping you overcome stress and any life issues.
Free onsite health consultation with our Company doctor once a week but can still reach out to him through Messenger even outside the office.
Free Lunch and fruits daily and drinks with a monthly budget of Php4,250.00.
Free daily return Transportation to our Cebu office
Free onsite parking for motorcycle and car
Free Uniform
Php100,000 life insurance coverage
Php100,000 accidental and disability coverage
Leave policy granting 12 days of paid annual leave per year and 5 days paid sick leave per year, any unused leave by the end of December per year will be converted to cash
Other mandatory leaves such as paternity, maternity, solo parent, VAW-C, Magna Carta of Women
Salary increment based on performance
Gratitude celebrations and prizes
Company sponsored activities such as anniversary party, Halloween, and Christmas party
Coaching and mentoring
Employer questions