Customer Support

Customer Service Representative

Job Description:

  • Provide outstanding support to customers with billing, membership and service questions
  • Manage and maintain customer relationships and retain customers through excellent customer care
  • Understand the customer’s needs through effective listening and probing skills.
  • Assist customers in a polite, courteous, and professional manner
  • Work efficiently with high regard for quality
  • Ensure that all customer concerns are followed through to completion in accordance with vision and goal of the program
  • Match customer needs to client services and adhere to processes, work standards, targets, and objectives
  • Focus on the delivery of Key Performance Indicators
  • Ensure that all calls are answered within designated time scales
  • Meet/exceed Customer Satisfaction Score, Average Handle Time, Service Level and other goals set by the client

Qualification:

  • Must be at least 18 years’ old
  • Completed at least 2 years of college, a 2-year vocational course or a 4-year degree course
  • Willing to work in Taguig City
  • Willing to work night or morning shifts and during weekends and holidays

Work Experience:

  • At least 6 months of professional voice customer support experience
  • With email or chat experience highly preferred
  • With retention, inbound/outbound upselling or sales experience

Essential Skills:

  • Exceptional customer support skills
  • Previous phone, email or chat experience (phone and email experience preferred)
  • Excellent verbal and written communication skills
  • Fast and accurate typing
  • Self-motivated
  • Excellent inter-personal skills
  • Basic computer knowledge
  • Aptitude for learning, understanding and conveying services to members
  • Sound knowledge of telephone etiquette

Customer Support Representatives

CSR Job Description: Manila

• Provide Customer service support through Voice and/or Email
• Research required information using available resources
• Manage and resolve customer issues.
• Provide customers with product and service information
• Route calls to appropriate resource
• Case/Ticket documentation
• Adhering to standard operating procedures required by the process and organization
• Awareness of relevant service levels

Technical Support Engineer

Technical Support Engineer

Designation: Engineer
Qualification: Engineering Graduates / Arts & Science Graduates / Post-Graduates (No Backlogs)
Tech-Skills: Fundamentals of Networking, Computer Hardware, Operating Systems, ISP & Router installation.
Soft Skills: Good Communication Skills, Good Comprehension and Conversational Skills

Experience:
6 Months – 3 Years.

Requisites:
Good at Customer Interaction and Listening Skills
A Good Team Player
Willing to take initiative to resolve issues.
Prior experience with International Voice Customer support / Technical support would be an added advantage.

Job Responsibility:
The person would be responsible for handling customer calls and troubleshooting technical issues related to operating systems / Routers / Modems & ISP related issues.

Work Time: US Time Zones (Night Shifts)

Japanese L1 Agent

Job Title – Japanese L1 Agent

Location – Philippines

Qualification:

  • Must be at least 18 years’ old Completed at least 2 years of college, a 2-year vocational course or a 4-year degree course
  • Willing to work in BGC Taguig City
  • Willing to work night or morning shifts and during weekends and holidays

Work Experience:

  • At least 6 months of professional customer support experience

Essential Skills:

  • Japanese native speakers or bilinguals with JLPT N1 or equivalent
  • Fluent in Japanese (verbal and written)
  • Understanding of Japanese honorific speech and customer support culture
  • Ability to communicate complex concepts clearly, accurately, and professionally in Japanese
  • Exceptional customer support skills
  • Phone and email experience (email experience preferred)
  • Self-motivated
  • Excellent interpersonal skills
  • Basic computer knowledge
  • Aptitude for learning, understanding and conveying services to members

Responsibilities:

  • Effectively communicate with customers to understand their needs and demands in Japanese language
  • Answer customer support tickets and calls in a professional manner
  • Research required information using available resources
  • Accurately manage and resolve customer issues
  • Route calls to appropriate resource
  • Case/Ticket documentation
  • Adhere to standard operating procedures required by the process and organization
  • Awareness of relevant service levels

Real Time Analyst

JOB DESCRIPTION: REAL TIME ANALYST

  • Monitoring real-time queues and identifying potential issues;
  • Supporting, creating, and overseeing proper documentation of processes and/or employees and ensure adherence to policies and guidelines;
  • Establishing and maintaining communication with clients and/or team members; understanding needs and resolving relevant issues; and
  • Producing solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

 

QUALIFICATIONS:

  • 1-2 years of experience in workforce management preferred
  • Work experience with call center applications
  • Ability to work with MS Office: MS Excel 2010 Advanced Formula and Formula Application
  • Efficient in managing time and keeping track of multiple schedules, meetings, and initiatives
  • Can work independently
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