Customer Service Agent is responsible for engaging with customers. Their duties include answering phone calls or emails from customers to answer questions, give customers information about products and services, take orders over the phone, and able to document the customers concerns into a ticket to be forwarded to the back-office team.
What you will do:
- Handle and resolve Network, Connectivity, Device related faults using tools/systems, troubleshooting work instructions and customer education process
- Escalate customer issues and requests that are beyond empowerment of systems/tools and work instructions provided
- Handle all customer intents that they were trained on and/or were provided with work instructions and/or can be managed with the use of knowledge statement
- Perform customer education, usage selling and service recovery based on the agreed parameters
- Expected to provide recommendations to improve performance, reduce costs and enhance customer service
- Ability to recognize implicit and explicit needs of customers, and recognize the context and apply appropriate actions and responses to the customer’s concern.
- Shall adapt to the preferred language of the customer.
- Shall accommodate Client endorsements and requests through other forms of communication/channel
- Shall handle customer interaction through outbound call if necessary or as dictated by the process.
About you:
- At least High School Graduate
- Above average written and oral communication skills
- Able to handle and communicate with the customers in Filipino and English
- Should be able to show empathy in difficult situations, display ownership and accountability or “malasakit” when handling customers’ concern
- Computer literate and web knowledge, e.g., MS Office Applications