For over seven years ePerformax Contact Centers & BPO has been building strategic partnerships in the Philippines with Fortune 500 companies that require English speaking inbound customer service, email and chat services, sales support and back office processing services to deliver superior results in a very cost effective manner.
The company is PCI certified and employs a Six Sigma approach to its practices for process and people management along with a highly-experienced U.S. and Filipino management team that enable it to achieve exceptional performance results. ePerformax has two locations in the Philippines that will have a combined 2800 seats by the end of 2009.
ePerformax Contact Centers is a privately held corporation established through a partnership formed between Performance Consulting Group of the U.S. and Transnational Diversified Group (TDG) of the Philippines.
As one of the first contact centers to venture into the Philippines in 2002, our partnership with TDG was integral to our ability to form a high-performance contact center to provide U.S. based businesses with offshore outsourcing services. TDG is a 30-year old Philippine company that is invested 28 companies which employ over 8,000 people in service-oriented positions who are exported to companies such as Disney Cruise Line. We have leveraged their knowledge of local culture and customs, labor laws and hiring and training practices to create our own recruiting, hiring and training practices in order to find agents that are truly service oriented and capable of meeting our client’s business objectives.
Today our call centers in Makati City and Cebu City have over 3,000 agents providing inbound customer service, technical support, email, chat, third-party call quality monitoring, data collection, data verification and a number of back office processing services for five Fortune 500 companies. Our experience is not in any one industry but rather in maximizing performance in customer centric organizations whose customers expect the highest levels of quality and superior customer service.
Details/Description:
Handle customer calls, emails, chats
Resolve / troubleshoot customer issues / concerns
Answer customer questions
Locate customer request in client Knowledge Base and provide answer, information, next steps, etc.
Conduct product / service inquiry research
Update, notate, add, etc. customer information in account database in client system
Initiate customer requests through client systems
Escalate / transfer calls as necessary
Qualifications:
At least 18 years old
College level - should have completed at least
2 years of a four year program / degree or
should be an incoming 3rd year of any bachelor
course or finished a two year vocational / certificate
course for a single program
If college undergraduate or did not reach the
2nd level, applicant should have at least 1 year
call center experience
Associate Degree - program should be at least 2 years
and applicant should have completed the 2 year course
English speaker
Knowledgeable in English communication both
verbal and written
Being customer oriented
Being familiar with devices and/or consumer products
related to the client's business
Basic troubleshooting skills for problem solving
Rational decision making
Communication skills and influencing
Knowledge of Windows and MS Office applications
Complaint handling skills
Ability to learn web-based applications e.g.
3rd Party applications, etc.
Ability to cope with stress and to remain calm in
all customer service situations
Strong English comprehension skills
Note: Please apply only if your qualifications match the employer’s requirements and you are the right fit based on the job description.
Tips: Do not give your bank account information, credit card number/s, and other financial-sensitive information to a prospective employer without established necessity.
