Tier 3 - Escalations Agents (Customer Service)
Full-time
Others/Any
Mandaluyong, Metro Manila
9 months ago
ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced TIER 3 CUSTOMER SERVICE REPRESENTATIVES to join our rapidly expandin..
ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced TIER 3 CUSTOMER SERVICE REPRESENTATIVES to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!
Roles and Responsibilities:
- Respond independently to complaints escalated at the highest level and VIP Clients
- Interact with internal and external customers to resolve their issues
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks for VIP clients
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
- Must have at least 2 years of Call Center experience in Customer Service handling a US account
- Experience as a Subject Matter Expert (SME), Retention or Tier 2
- Experience in resolving and handling complex concerns from customers
- TRAVEL ACCOUNT EXPERIENCE is an advantage
- At least 2 years in College, any course or Senior High School graduate or its equivalent
What can we offer you?
- Competitive salary and benefits
- Health Insurance with free dependents*
- 10%-night differential
- Attendance Bonus
- Paid time off
- Convertible to cash leave credits
- Performance Appraisal
- Work-life balance
- A focus on growing your career path with us
- We encourage you to follow your passions and learn new skills
Our commitment to you
- Strong culture and values-driven leadership
- We create opportunities for you to learn and grow at any stage of your career
- Continuous learning and innovation
- We foster an all inclusive environment where everyone thrives
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