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Customer Support Associate

1 month ago

Quezon City, National Capital Region, Philippines TalentHero Full time
Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Maintain broad knowledge of client products and/or services

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Offer additional products and/or services

• Track, document and retrieve information in call tracking database

Qualifications:

• High school diploma with six plus months of customer service experience preferred

• Courteous with strong customer service orientation

• Strong computer navigation skills and PC Knowledge

• Ability to effectively communicate, both written and verbally

• Ability to learn including strong problem solving skills

• Dependable with proficient attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Able to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required