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Convergys Corporation (NYSE: CVG) is a global leader in relationship management providing customer care, human resources, and billing services. We help our clients make smarter decisions about how to add value from their customer and employee relationships. We offer a "high-tech, human-touch" approach that combines skilled customer service representatives with advanced customer and information management technologies. This approach has made us a global leader for 25 years.
Headquartered in Cincinnati, Ohio, Convergys employs nearly 75,000 employees who serve clients in over 70 countries, speaking more than 35 languages, from 79 sites across the globe. We have been named a Fortune Most Admired company for seven consecutive years, and more than half of the top 50 Fortune 500 companies are Convergys clients.
Here in the Philippines, from a single contact center in Manila, which opened in 2003, Convergys now has fourteen contact center facilities in the Philippines, nine located throughout Metro Manila, one in Laguna, three in Cebu City, and one in Bacolod City. We employed approximately 15,000 Filipinos since we started operations and we are continuously looking for more talented people to join our growing family as we expand our business.
For more information about us, visit our global website at www.convergys.com.
Customer Service and Problem Resolution Representative II - Bacolod City
(Western Visayas - Bacolod City)
RESPONSIBILITIES:
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements probe for and confirm understanding of requirements or problem
- Meet customer requirements through first contact resolution
- Confirm customer understanding of the solution and provide additional customer education as needed
- Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
- Effectively transfer misdirected customer requests to an appropriate party
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
- Participate in activities designed to improve customer satisfaction and business performance
- Occasionally use decision-support tools to answer questions
- Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
- Offer solutions to issues that are often non-standard/non-routine and require some clarification
- Maintain broad knowledge of client products and services
REQUIREMENTS:
- Took up at least 72 units in college
- Knowledge of basic computer operations
- Willingness to rotate shifts, as needed
- Ability to learn
- Courteous with strong customer service orientation
- Dependable with proficient attention to detail
- Good listening and responding skills. Must be flexible with the ability to adapt to changes quickly and think conceptually
- Possess insight into self and others
- Solid problem solving skills and some technical knowledge
NURSES AND CANDIDATES FROM OTHER MEDICAL - RELATED FIELDS ARE ENCOURAGED TO APPLY.
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