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 providedMaintains 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.

Please refer to job description.