Customer Service Representative

Job Summary:

Responsible for providing telephone and email support to customers both locally and overseas. The Customer Service Associates rotate in shifts to ensure 24/7 support coverage.  They must be committed to meeting or exceeding customer expectations by understanding customer needs and providing both short-term and long-term solutions to address them.  The CSA’s are expected to provide solutions in the shortest time possible without compromising the quality of service provided.

Reporting Relationships:

  • Directly Monitored and Evaluated by the Customer Service OIC
  • Duties & Essential Job Functions:
  • Respond to inquiries, complaints and requests from external and internal customers via phone, email or chat.
  • Provide customers with product and service information.
  • Monitor order requests to ensure fulfillment by communicating with designated partners and department.
  • Identify, troubleshoot and resolve customer issues using the computer system like account/product webtool and other online services.
  • Follow-up on customer inquiries not immediately resolved.   
  • Complete call logs and other related reports from customers and products.
  • Recommend process improvements.

Other Functions & Responsibilities:

Responsible for ensuring personnel security. This includes physical and environmental security. Ensures secure working areas.

Qualifications:

  • Graduate of any 4-year course from a reputable College or University
  • Possess high sense of customer satisfaction
  • 1 year experience supporting end-users.  Experienced doing IT CSR/Help Desk support a plus.
  • Must possess excellent oral and written English and Filipino communications skills.
  • Must be willing to work on a 24x7 schedule
  • Good problem solving and decision-making skills.  Able to work with minimum supervision.
  • Highly organized; able to keep schedules and commitments
  • Has strong sense of urgency and consistently shows the ability to resolve operations and service issues within a short time span.
  • Display ownership of responsibilities, concerned with ensuring both short and long term solutions are in place for assigned operation processes.
  • Has a keen eye for detail.
  • Should have a pleasing disposition.
  • Should be familiar working with Web, Mobile applications and Microsoft Office applications (Word, Excel and Outlook Email).