Customer Support Specialist

6 days ago

Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Description

The purpose of this role is to serve as the primary point of contact for B2B users who require assistance with troubleshooting and resolving end-user issues. This position is crucial in ensuring that customer queries are addressed efficiently and effectively, aligning with the Company's Service Desk objectives.

Key Responsibilities

1. Respond to customer inquiries from various channels, including calls, portal, emails, and chats;
2. Develop a deep understanding of each client's operations and applications to provide tailored support;
3. Familiarize yourself with commonly-used software, hardware, and equipment to effectively troubleshoot issues;
4. Accurately log all service desk tickets using the defined tracking software, adhering to standard service desk operating procedures;
5. Maintain a high level of customer satisfaction by ensuring timely resolution of issues and exceeding service level agreements (SLAs);
6. Manage queries and escalate issues according to defined helpdesk policies and frameworks;

MIS & Resolution Log Management

1. Record events, problems, and their resolutions in logs;
2. Update customer status and information, ensuring seamless communication;
3. Pass on feedback, suggestions, and escalations from customers to internal teams;
4. Identify areas for improvement in processes and suggest enhancements;

Stakeholder Interaction

This role involves interacting with external clients, handling their issues and queries effectively;

Required Skills & Qualifications

To excel in this role, you will need:
* Functional Competencies/Skill: Process Excellence - ability to follow service desk standards and norms to produce consistent results;
* Domain Knowledge - knowledge of process/domain managed;

Competency Levels

We expect our ideal candidate to demonstrate:
1. Foundation - knowledgeable about competency requirements, demonstrating frequently with minimal support and guidance;
2. Competent - consistently demonstrates full range of competency without guidance, extending it to difficult and unknown situations;
3. Expert - applies competency in all situations, serving as a guide to others;
4. Master - coaches others, builds organizational capability, and serves as a key resource;

Behavioral Competencies

Our ideal candidate should possess:
- Effective Communication;
- Detail Oriented;
- Change Agility;
- Client Centricity;
- Execution Excellence;
- Passion for Results;

Deliverables

Performance Parameters include:
1. Service Desk Delivery
   - Adherence to TAT, SLA as per SoW;
   - Minimal Escalation;
   - Customer Experience;
2. Personal
   - Attendance;
   - Documentation etc;

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