Responsibilities:

• Maintain Customer experience at all times
• Respond professionally to customer queries by phone, chat and e-mail using the Best Practice guidelines.
• Adhering to Business/Process requirements as per SOP/Training Module.
• Develop in-depth knowledge of their process/business
• Complete RCA (Root Cause Analysis) for any escalations received for the team with appropriate CAPAs
• Understand and have end to end process knowledge for the process
• Ensure all assigned application UATs are completed within schedule
• Plan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Provide flexible support for team members and other teams.
• Demonstrate a positive and flexible approach to changing business priorities.
• Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,
• Identify and escalate recurring or consistent problems with system functionality and process.
• Contribute ideas to the improvement of Process.
• Is able to effectively identify and analyze problems and propose solutions.
• Actively seek opportunities for personal development including progression across the wider department.
• Be open in communication and react constructively to feedback to improve your performance

Qualifications:

• Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units.
• At least 1-2 years BPO/shared service or relevant experience
• Experience with calls, chat and email support
• Above average to excellent communication skills
• Basic knowledge of computer applications and MS Office applications
• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
• Willing to work on business unit holidays and/or render overtime when necessary
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Amenable to work in REPH Manila site

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