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Alabang | Customer Service Representative (WN25)

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Date: Nov 28, 2017

Location: Muntinlupa, 00, PH, 1770

Status: Open Position

Company: Customer Relationship Management 

Requisition ID: 12602

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Company Summary:

At arvato, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!

 

Position Summary:

The Seller Support Associate is the primary solution provider for global sellers on the client platforms. In addition to providing a remarkable Seller experience, a Seller Support Associate is expected to address system issues, identify and implement process improvements, develop internal documentation and contribute to a team environment, all while adhering to service level agreements for phone, email and/or chat cases.  Successful candidates will have an immediate and distinct impact on the experience of client Sellers therefore a strong record of customer obsession; high judgment and delivery of results are key requirements for this role.

 

Overall Responsibilities:

  • Provides prompt and efficient service to Sellers through phone, email and chat.
  • Demonstrates ownership of every Seller interaction to achieve successful first time resolution on all contacts
  • Works with multiple technology applications and features to resolve Seller contacts
  • Demonstrates the ability to recognize and identify system, process and policy issues impacting our Sellers and drive business improvement initiatives
  • Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
  • Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
  • Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
  • Maintains acceptable performance metrics such as quality, productivity and attendance.
  • Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.

Job Requirements:

  • Education: Bachelor or above degree required as a minimum,
  • Minimum 6 months experience within a customer service environment, experience within a contact center preferred.
  • Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office applications specifically  Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications
  • Demonstrates effective, clear and professional written and oral communication.
  • Business acumen in areas of e-commerce and retail is advantageous 
  • Process improvement awareness and experience
  • Enthusiasm and strong self-motivation.
  • Strong prioritization and time management skills, with a high degree of flexibility.
  • Ability to embrace constant change with flexibility and good grace.
  • Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
  • Demonstrates effective communication, composure, and professional attitude
  • Exemplary performance record, particularly with regard to quality & productivity
  • Demonstrated desire to expand skills into new areas.

 

About Arvato

Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has more than 65,000 employees in over 40 countries.

Arvato has over 3,000 employees across multiple sites. As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-known brands in the world. In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.


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