Customer Support Specialist

4 weeks ago

Iloilo City, Western Visayas, Philippines RELX Full time
Key Responsibilities
  • Validate and verify data via phone, spreadsheets, or web platforms.
  • Research and resolve customer inquiries through email, inbound/outbound calls, and callbacks, ensuring timely and accurate responses.
  • Document all customer interactions, including inquiries, complaints, and resolutions, for reporting and quality assurance.
  • Provide clear and accurate information about products and services, identifying upselling opportunities where appropriate.
  • Escalate complex issues to the Supervisor when necessary and contribute to identifying broader trends or recurring issues.
  • Ensure compliance with corporate policies on data security, authentication, and record retention.
  • Navigate and utilize multiple internal systems and tools for research and documentation.
  • Support continuous improvement by recommending enhancements to processes and customer support strategies.

Qualifications
  • Bachelor's degree holder or at least completed 2 years in college with no back subjects.
  • Minimum of 1 year experience in a BPO or Shared Services environment.
  • Background in healthcare or healthcare auditing is a plus.
  • Proficient in Microsoft Office Suite, Adobe Acrobat, and CRM tools (e.g., Siebel).
  • Strong English communication skills, both written and verbal.
  • High attention to detail and ability to perform repetitive tasks with accuracy.
  • Demonstrated ability to work under pressure and adapt to shifting priorities and workloads.
  • Must be flexible to attend onsite training and work varying shifts as needed.
  • Must be in current role for 1 year
  • Must not have received any Disciplinary Action within the past 12 months
  • Must not have any Attendance and Punctuality issues in the past 12 months
  • Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
  • Must have a Successful or above rating in the last Enabling Performance cycle
  • Must be willing to attend onsite training for a month
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