Customer Service Representative
Location
Contract type
Hours
Job description
William Hill in Manila
A part of the William Hill Group, WHG Philippines currently employs over 600 colleagues within Customer Services, Back Office and other business functions, providing support across the full range of William Hill products and services in English, Japanese and Mandarin. If you love making people happy, solving issues, and creating excellent customer experiences, you'll thrive in this supportive environment.
Your role in the team
With over 16,000 people worldwide, we make a huge investment in everyone, offering great career development opportunities. Our people are at the heart of everything we do and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition that nobody is harmed by gambling.
• Assists customers via Chat, Email or Phone in a speedy and accurate manner
• Completes customer interactions within the agreed timeframe (Average)
• Creates added value by supporting cross sell initiatives and promotional offers
• Meets or exceeds quality targets via offering excellent customer service
• Strives to ensure a high customer satisfaction level at all times
• Offers resolutions and closure to complaints and disputes through demonstrating excellent problem-solving skills
• Identifies customer feedback trends and raises with management
• Takes ownership of customer disputes and manages the issue from start to finish
• Ensures regulatory compliance by ensuring all appropriate processes are followed
• Ensures customer loyalty by representing the customer within the business and ensuring all steps are taken to resolve issues as quickly as possible.
Requirements:
- With at least 6 months of BPO experience preferred but not required
- Excellent communication skills
- Good Computer literacy with knowledge of Word, Excel and Outlook
- At least 21 years old
- Required skill(s): Microsoft Windows
- Amenable to work in shifting schedule
- 6 months contact centre experience or fresh graduates are welcome to apply
Minimum Eligibility (For Internal)
- No active disciplinary record
- Must maintain good performance and clean disciplinary record from the time of application to the actual date of transfer
- Minimum 1 year tenure in (current role) is required