- Location
- , PH
- Type
- Full-time
- Seniority
- Entry
- Experience
- 2+ years
- Education
- Certification
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Overview:
Provide support to internal and external stakeholders as well as supporting customer requests, inquiries and/or questions through email, phone, or other channels as may be established from time to time. Liaise with other support teams (Internal/External) as required to resolve requests in a timely manner. Primary responsibilities are focused on handling requests and ensuring accurate transactional processing.
Reporting Lines & Competencies:
Knowledge of…
- Basics of business correspondence,
- Using various computer applications
- Computer Navigation
- Strong proficiency with MS Office, Outlook, and Windows troubleshooting and support
Skills
- Strong English language skills: ability to articulate clearly and to be understood
- Proficient in active listening skills
- Excellent comprehension skills
- Excellent probing skills
- Proficient at up-selling additional products and services
- Good Navigation and Multi-tasking skills
Ability to…
- Connect the customer’s needs to a relevant solution
- Make recommendations according to customer's needs on features, accessories, upgrades, and rate plans
- Negotiate and properly handle objections with customers
- Relate to the customer and assess needs quickly
- Build effective and productive relationships with team members
- Meet performance metrics set by the account
Responsibilities
Roles and Responsibilities include, but is not limited to:
- Respond to email inquiries and requests through Customer Success Team Mailbox
- Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, Service Now and SFDC
- Accomplish Special Projects from Customer Success Managers
- Assign Qualtrics(detractor) cases to CSMs
- Draft Recognition emails and Thank you emails
Qualifications
Qualifications:
- Completed at least 2 years in college or a 2 year Vocational or Certificate course in any field or in BPO/KPO or similar industry
- IT/Tech/Customer Service backgrounds are a plus.
- Multi-lingual (English plus one of the following: Japanese, Chinese, Korean) would be advantageous
Skills
Customer Service