Customer Service Representative

Job Summary:

We are looking for a Customer Support Representative to manage customer queries and complaints. The candidate will also be asked to answer initial and after sales inquiries modifications and escalate complaints across a number of communication channels and technical questions revolving around the products and software.To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers. Duties and responsibilities generally include answering chat calls emails and responding to customer questions and complaints.

Job Description:

• Answer initial and after sales inquiries
  
• Ability to do live chat initially but can progress to voice if necessary
  
• Communicating with customers through various channels
  
• Acknowledging and resolving customer complaints
  
• Update internal database with information about technical issues and useful discussions with customers
  
• Identifying common problem and escalating them to the management along with possible suggestions for improvement wherever possible
  
• Experience analysing and optimizing the existing processes in the Customer Success department
  
• Maintain a polite helpful and professional manner at all times
  
• Keeping records of customer interactions transactions comments and complaints
  
• Communicating and coordinating with colleagues as necessary
  
• Ensure customer satisfaction and provide professional customer support
  

Requirements

• At least 3 years of experience in a customer service role such as customer success customer support or similar roles.
  
• Experience using CRM or relevant software and application
  
• Deep understanding of customer concerns and thoughts regarding the use of products and the ability to troubleshoot as needed
  
• Have the ability to multitask work towards deadlines and prioritize tasks effectively
  
• Proficient with MS Office software
  
• Experience in multitasking in a high volume environment
  
• Strong creative computer and interpersonal skills
  
• Excellent written and verbal English communication skills
  

Additional Job Details:

Setup and Location: Officebased setup (Ortigas Pasig City)

Work Schedule: 9:00 AM6:00 PM (AEST) 7:00 AM4:00 PM (PH Time)

Employment Type: Fulltime

All interviews and other hiring requirements are done virtually or through video calls or emails.

At least 3 years of experience in a customer service role such as customer success, customer support or similar roles. Experience using CRM or relevant software and application Deep understanding of customer concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed Have the ability to multitask, work towards deadlines, and prioritize tasks effectively Proficient with MS Office software Experience in multi-tasking, in a high volume environment Strong creative, computer, and interpersonal skills Excellent written and verbal English communication skills