Position Description
We are looking for a Customer Service Representative (Blended) to join our growing team. In this role, you will handle a mix of customer data analysis, service validation, and outbound engagement to ensure our clients receive seamless, high-quality support.
Your future duties and responsibilities
- Data & Account Management: Analyze customer data to provide clients with clean, accurately defined account structures. Use tools to resolve non-matching account creation requests.
- Service Validation: Contact customers for service validation and delivery in strict compliance with established quality KPIs.
- Order Tracking: Ensure timely and accurate management of assigned orders, including the active utilization of the Order Management Tracker system.
- Workflow Execution: Navigate through workflows, define necessary steps, and make sound, logical decisions to meet or exceed agreed-upon service level agreements (SLAs).
- Outbound Engagement: Call new clients to offer proactive assistance, ensure they have an excellent first experience with their new product, and work effectively to maintain a low order-cancellation rate.
- Consultative Value: Evaluate customer needs to adjust or upsell them to their ideal broadband solution.
- Escalation Management: Handle and resolve customer issues through effective escalation management protocols.
Required Qualifications To Be Successful In This Role
- Open to Fresh Graduates; prior BPO experience is a distinct advantage.
- Amenable to work in McKinley, Taguig under a hybrid setup (available after training is completed).
- Willing to work on a graveyard schedule.
- Excellent written and oral communication skills
- Strong attention to detail, good analytical capabilities, and effective problem-solving skills.
- Proven ability to multitask, prioritize tasks regularly, and manage changing work needs in a fast-paced environment.
- Strong organizational and time management skills, with the ability to work independently and collaboratively within a team.
- Ability to self-learn and actively participate in ongoing corporate training and education.
- A strong, natural drive to assist others and provide a great customer experience.
- Able to express ideas and solutions clearly and concisely.
- Highly organized, reliable, and self-governing.
- Possesses a strong willingness to learn and the flexibility to transition between varied projects and assignments.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.
