DRIVES PROFITABILITY

• Delivers Target thru comprehensive digital solutions to customers.
• Delivers products and services as maybe covered by commercial agreements with affiliated companies ie PLDT, Cignal etc
• Increases revenue thru upgrade of plans/packages, promotion of Value Added Services and endorsement of referrals by effectively assessing customer needs.
• Handles proactive retention call out via cosmo.

DELIVERS CUSTOMER EXPERIENCE

• Ensures first contact resolution and standard for quality and customer service metrics are met by performing the following:
• Identifies and assesses customers’ needs to achieve satisfaction
• Builds sustainable relationships of trust through open and interactive communication
• Handles requests and complains, provide appropriate solutions and alternatives to provide first contact resolution
• Ensures execution of Customer Journey consistently and within prescribed standards.
• Proactively solicits customer feedback regarding the quality of service provided
• Maintains existing relationship with customers and advocates VIP handling

CUSTOMER RELATIONSHIP MANAGEMENT

• Builds long term relationship with the customers
• Responds and handles inquiries, requests and complaints from assigned accounts
• Acquires new customers from existing customers thru cross selling and upselling.

OPERATIONS MANAGEMENT

• Observes the following processes/guidelines in order to effectively perform the job:
• Daily Routine for CSOs (dependent on the type of store format where assigned)
• Sales, Aftersales, Cashiering and Inventory business processes
• Ensures compliance in monitoring and resolving the following:
• Post review findings
• Individual inventory variance o Pending transaction in individual worklist
• Handles inventory operations, (as needed for LCSO assigned as IO reliever)
• Ensure service fulfillment delivery of services as maybe covered by commercial agreements with affiliated companies ie PLDT, Cignal etc
• Handles infinity sales and aftersales transactions ▪ Assists customers virtually via MSbookings and Virtual Frontline Appointment
• Assists other customer interfacing group as needed (ex socmed, hotline etc)

Educational Background

College graduate ( Preferably Sales and Marketing, Business Management and related courses)

Please refer to job description.