ALABANG | Customer Support (CSR I)

Position Summary:

Responsible for handling support related questions for client customers and partners.  This position is responsible for providing problem resolution and world class customer experiences for incoming service inquiries which are basic or routine. Inquiries may require CSR to provide support and guidance, education and technology information.  May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials. This position may support client customers in technical or service support and may require some sales. The individual in this position must possess strong customer service and troubleshooting skill they have an entrepreneurial spirit with individual initiative that delivers on a culture of doing everything possible to ensure that every customer they interact with feels satisfied in an empowered environment In addition, they will be responsible for adhering to personal performance metrics, accepting coaching, and improving their personal performance as instructed.

Overall Responsibilities:

• Receives incoming call, emails and chat.  Responds in accordance with channel received with first call resolution as a goal. 
• Provides prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
• Provides expertise and recommendations; may require some upselling
• Accurately logs all interactions via Client’s Contact Management System
• Successfully maintains call center metrics
• Recognizes and adjusts support approach to accommodate all levels of customer’s experience
• Educates customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs
• Communicates positively and effectively with team members, customers, and other partners
• Escalates issues to the appropriate department according to established procedures
• Assists the customer in resolving their service related issue according to documented procedures and processes.

Job Requirements:

• HS Diploma or equivalent
• Minimum 6 months experience in a customer service role
• Experience supporting customers via phone, e-mail, chat, and/or in person
• Excellent customer service Skills
• Passion for customer care and technology
• User-level knowledge of computer technology, personal computer or other devices related to client products
• Written and verbal fluency in the language group supported. In addition, possesses sufficient skills to understand all training materials, including technical terminology in requires language in both written and verbal format.
• Self-management to work independently in a fast-paced constantly changing environment.
• Goal Motivated, upbeat individual
• Excellent interpersonal and teamwork skills
• Ability to multitask across systems and applications
• Analyze, isolate and resolve a variety of complex technical issues
• Research and grasp technical information across multiple tools while talking with customers
• Comfortably navigate a technical environment
• Prioritization and organization skills
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
• Strong keyboarding skills
• Strong Active listening skills and ability to identify root problems
• Accurately paraphrase conversation
• Ability to identify solutions based on written procedures, guidelines, and process tools
• Ability to communicate with the customer in an empathetic fashion
• Ability to negotiate with customer on various solutions
• Ability to diffuse an angry customer through effective customer skills
• Positive attitude emphasizing tact and diplomacy
• Outstanding verbal and written communication