Customer Service Representative
External job listingat Pitsph
Pitsph is seeking a Customer Service Representative to conduct VoC surveys, record feedback, support service recovery, and meet performance targets.
Salary
Not provided
Location
Makati, Philippines
Employment type
Full time
Workplace
Not provided
Customer Service Representative
Makati, Philippines
Job description
About the role
Pitsph is seeking a Customer Service Representative to conduct outbound voice of customer (VoC) surveys and support service recovery efforts.
Responsibilities
- Conduct NPS, CSAT, and CES surveys through outbound calls.
- Deliver customer interactions focused on empathy, resolution, and professionalism.
- Accurately record customer feedback and identify potential drivers of customer satisfaction and dissatisfaction.
- Escalate complex or unresolved concerns to the Team Leader or appropriate support teams.
- Meet daily, weekly, and monthly targets for call volume, response rates, completion rates, and quality scores.
- Adhere to schedule and productivity standards, and comply with company guidelines and regulatory requirements.
Key facts
- Conduct outbound calls for NPS, CSAT, and CES surveys.
- Record customer feedback and identify potential drivers of satisfaction and dissatisfaction.
- Meet daily, weekly, and monthly targets, including call volume, response rates, completion rates, and quality scores.
- Adhere to schedule and productivity standards.
Frequently asked questions
What does the role involve?
The role conducts outbound calls for VoC surveys such as NPS, CSAT, and CES, as well as service recovery efforts.
What are the responsibilities?
Responsibilities include recording customer feedback, identifying potential drivers of satisfaction and dissatisfaction, and escalating complex or unresolved concerns.
What targets does the role have?
The role has daily, weekly, and monthly targets for call volume, response rates, completion rates, and quality scores.