Customer Support Specialist

2 weeks ago

Paranaque City, Calabarzon, Philippines Alpha Century Consultancy Inc. Full time

Main Duties and Responsibilities:

  • Providing product/services information, answering questions, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency.
  • Promptly responding to customer queries via Phone call, Live Chat and/or Email (If needed – we follow up via outbound).
  • Keeping records of customer interactions, transactions, comments and complaints with utmost confidentiality at all times.
  • Maintaining a polite, helpful, and professional manner at all times.
  • Occasionally conduct outbound calls to customers and process emails.
  • Immediately escalating serious complaints or issues that he/she is not equipped to deal with.
  • Liaising with colleagues or managers to find the best solutions to customers' issues.
  • Identifying common problems and escalating them to management, along with possible suggestions for improvement, whenever possible.
  • Obtaining and sharing customer feedback with colleagues and other departments for products and services improvement.
  • Familiarization with new products and services as they are introduced.
  • Attending workshops and meetings as required.
  • Aiding and supporting new customer service agents.
  • Improving and optimizing customer value through maximizing customer conversion and retention opportunities, utilizing company marketing initiatives and the 'Sales through Service' mentality.
  • Performing any other duties as assigned and required.

Qualifications:

  • Preferably, with at least one (1) year experience as Voice and/or Chat Customer Service Specialist.
  • Minimum of six (6) months BPO (Preferred Local/Gaming) experience is an advantage.
  • Fresh graduates, beginners and/or shifters are welcome and encouraged to apply.
  • 40 wpm (online typing speed test).
  • Good command of interpreting written English and Tagalog language.
  • Can naturally converse verbally using English and Tagalog language.
  • Willing and able to work on shifting schedules.
  • Willing and able to work on Holidays.
  • Able to work in an onsite/in-office setting daily.
  • With high respect to confidentiality and integrity.
  • Computer literate and familiar with basic office applications such as Word, Excel, and PowerPoint.
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