Through discipline, responsibility, and good relationship with clients, Chyrell Eliza “Chy” delos Reyes bagged the first VBP Employee of the Year Award held in August 2016 at the Mandarin Plaza Hotel.
Chyrell shared her road to success on what she believed it takes to become a great CSR (Client Service Representative), which is to balance work and life.
“When it’s work time, then focus on your work. When it’s break time, then take a break. Give time for yourself to unwind because not all of your time is for work. You just have to balance them out,” Chy said.
She also enumerated some tips for new CSRs on how to excel in a workplace like VBP which include:
• Take time to learn the intricacies about their job.
• Mingle and learn from other CSRs. Learn about the challenges they’ve encountered and how they’ve overcome them.
• Take responsibility for your own development. Discover things on your own pace, but make sure that you don’t get left behind.
• Most importantly, build trust and a professional relationship with your clients.
Among the tips she mentioned, she greatly emphasized the importance of having a strong relationship with clients. For her, CSRs must know how to keenly observe the details of their clients’ attitudes, characteristics, behaviors, and their preferences in work. In addition, she added that CSRs must know how to be themselves in communicating with their clients.
“We have to adjust to the way our clients behave and sometimes we tend to mimic them. In all instances, we should learn on how to limit ourselves and to not go over to the point that our way of dealing with them would sound inappropriate and unprofessional. We should keep harmonious relationships with them,” she expressed.
Chyrell, 31, has been working with VBP for more than a year as a CSR dedicated full time to her client. She said that one of the biggest challenges she had faced with her client that other CSRs might have also met is communication. According to her, late replies and responses from clients confused her whether to jump into another task or to wait for her client’s instructions on how to proceed with difficult tasks. Chy surmounted this challenge by learning on how to become persistent in asking how to go on with her tasks without being annoying.
“I use Skype in communicating with my clients, but when it comes to sensitive and complex information, I use email. I ask via email for things I am doubtful of. I also make sure that my content of my email is easy to understand which is why I always use bullet points and numbering to be more comprehensive,” Chy explained.
She further concluded that good communication and effective task management leads to a strong foundation of CSRs’ relationships with their clients.
