Chat Support

  • LocationMetro Manila North, Philippines
  • Salary19,500 PHP/Monthly
  • Job TypeFull time

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

Summary

Communicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience. Maintains and updates records and databases in accordance with prescribed formats and system requirements.

Essential Duties & Responsibilities

  • Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice based services.
  • Verifies and updates customer information, responds to queries and resolves issues.
  • Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards.
  • Accurately document and update records and databases in accordance with prescribed formats and required systems.
  • Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions.
  • Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations.
  • Understand all programs, systems, and procedures necessary to perform job effectively.
  • Where applicable, communicate with customer to resolve any account questions or inquiries.
  • Communicate feedback and progress to management.
  • Maintain diplomacy and tact when dealing with upset or escalated calls.
  • Escalate customer complaints and/or calls through the appropriate channel to management.
  • Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training.
  • Knowledge, understanding, and compliance with company policies and procedures.
  • Provide feedback to management concerning possible problems or areas of improvement.
  • Make recommendations to implement improved processes.
  • Perform other duties as assigned by management.

Who we’re looking for

The best fit for this job is someone who:

  • Has at least completed Sophomore year in college, a certificate holder of at least a 2-year Vocational Course, Associate Degree, or equivalent
  • Has experience in customer service (preferred)
  • Is skilled with MS Office software and functions
  • Has typing and data entry skills
  • Has excellent verbal/written communication skills and can problem-solve
  • Can multi-task and deal with pressure at work
  • Has a professional telephone manner and is energetic, articulate and service-oriented
  • Expresses great people skills, including empathy, courtesy and respect
  • Can work a variety of rotational shifts/days off, which may include some holidays, weekends and overtime
  • Can grasp new concepts, understand new systems and quickly master key elements within a training period

Disclaimer

This interview contains a video response question. The browser you are currently using does not support video messaging. Please download and install Google Chrome to proceed to the interview.

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