Chat Support

  • LocationMetro Manila South, Philippines
  • Job TypeFull time

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. 

Disclaimer

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