Costumer Support Associate

7 days ago

Ayala Ave Makati, Philippines Dempsey Inc. Full time

TL AISA:

What You'll Get To Do:
● Create a wonderful customer experience as you understand that making a customer happy is
crucially important to a business's success
● Be creative, friendly, and solution-oriented with customers and colleagues
● Look for ways to constantly improve processes
● Contribute to making the best working environment for yourself and your co-workers by being
the best self
● Understand the need to meet expectations, rise above them, and go that extra mile for
customers
● Be honest, able to own up to your mistakes, and never break promises
● Provide world-class customer support via chat, email, phone
● Work with the client’s internal teams to provide the best possible resolutions to the customer
● Use the available resources, like Knowledge Base and tools, to search for answers and craft
thorough responses to customer queries
A Day in the Life of a CS Agent
● Start your day by logging into your systems and reading over all relevant updates
● Daily huddle, to discuss new updates
● Log into your shift according to your schedule:
○ Phone or Live chat shift
■ Be available for live contacts to come in
■ Help customers by understanding their queries and providing solutions
■ Searching the Knowledgebase and FAQ for relevant information to provide
solutions
■ Communicate with Operations or KYC teams through the internal ticketing
system, if the case needs their input
■ Escalate tickets to the internal team, if needed
○ Email shift
■ Work through the email queue from the oldest emails to the newest
■ Help customers by understanding their queries and providing solutions
■ Searching the Knowledgebase and FAQ for relevant information to provide
solutions
■ Communicate with Operations or KYC teams through the internal ticketing
system, if the case needs their input
■ Escalate tickets to the internal team, if needed
● Attend any coaching sessions set up by your Team Lead or QA.
● Attend any improvement training set up by the client
The ideal candidate will have...
● Great level of understanding of English, capable of working with English tooling and
● Knowledge Base
● Ability to multi-task and take responsibility in challenging situations
● Able to adjust to a fast-paced environment / constant changes
● Problem-solving mindset with strong attention to detail
● Ability to take ownership of contact to provide resolution to client
● Ability to provide and receive feedback (it’s a two-way street)
● Has a growth mindset with the desire to learn/keep learning
● Basic Computer skills with a typing speed of 40 WPM, 100% accuracy

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