Customer Service Representative

Summary

Join Zigzag as a Customer Service Representative in this work-from-home role with occasional in-office training in Ortigas, Metro Manila. As a brand ambassador, you will deliver first-call resolutions, advocate for customers, and exceed expectations. You will identify upselling opportunities and improve customer retention. Australian Telco experience is required. The role involves managing inbound and outbound calls, emails, chats, and social media, ensuring customer satisfaction and achieving KPIs.

Requirements

• Strong written and spoken communication skills
• Ability to present written information in a structured and balanced way appropriate to the need of the reader
• Strong phone contact handling skills and active listening
• Proven customer support experience or experience as a client service advisor within a Contact Centre environment
• Proven achievement of meeting or exceeding KPIs
• Familiarity with CRM systems and practices
• Be a good team player within your department and the companyadapt/respond to different types of characters, manage time effectively
• Customer orientation and the ability to multi-task and prioritize
• Australian Telco Experience

Responsibilities

• Effective management of daily inbound and outbound calls, emails, chats and social media
• Demand delivering to SLA every time
• Being a subject matter expert for all areas of our products and services
• Accurately logging and maintaining customer records
• Knowledge sharing with customers and colleagues to maximise self-help opportunities
• Ticket escalation and resolution management within SLA
• Constantly seeking to ensure our customers stay with us, supporting where possible, and escalating where needed to retain their business
• Effective management of emails, chats and social media enquiries
• Effective management of call demand – inbound and outbound
• Identify, assess, and resolve customer needs on a first call resolution basis
• Build and maintain quality relationships with customers through open and honest communication, building trust in our service
• Ensuring up to date product and system knowledge and maintaining this continuously
• Achieve and exceed personal and business KPIs
• Provide a measured and results focussed approach to customer complaints, ensuring SLAs achieved for resolution time
• Checking and creating activation codes and successful activations
• Accurately update systems with detailed notes on all customer interactions. Specifically, CRM and billing systems
• Management to conclusion of any queries escalated to other departments or 3rd parties
• Checking and processing refunds and credit notes
• Creation and processing of manual customer invoices
• Completing SAI allocations
• Reactivation of customer accounts following service suspension
• Always go the extra mile for our customers
• Always seek to prevent and minimise churn