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.
Graduate of any 4-year course from a reputable College or University
Possess a 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 shifting schedule
Good problem solving and decision-making skills. Able to work with minimum supervision
Highly organized; able to keep schedules and commitments
Has a 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)
Key Job Duties and Responsibilities:
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
If you're interested to apply for this position, please send your resume to firstname.lastname@example.org with subject heading "Job Application - <Position>, <Last Name>, <First Name>". Kindly include an introduction/cover letter in your e-mail.