Customer Support Expert

6 days ago


Baguio City, Cordillera, Philippines eFlexervices Full time
Empowering Excellence in Customer Support

eFlexervices is a 22-year-old BPO company that has perfected the art of delivering exceptional quality and building unshakeable trust. At eFlex, we're not just a BPO company - we're your partners in success. Our approach focuses on finding the perfect match between talent and the organizations we support. We invest in people, optimize performance, and maximize efficiency while prioritizing exceptional quality and unwavering trust.

We're seeking an experienced Technical Support Representative who can take their expertise to the next level. This role involves providing top-notch customer service through chat conversations, understanding customer concerns, and offering resolutions via self-research or utilizing available resources. The ideal candidate will also have excellent problem-solving skills, think critically, and be able to navigate CRM, SaaS, and Salesforce applications.

The job entails:
Responding to inbound chat conversations
Providing direct feedback and updates on bug and feature requests
Utilizing CRM, SaaS, and Salesforce experience to answer questions and showcase navigation capabilities
Upselling additional services to make permanent customers
Routing appropriate tickets to CS, Finance, Legal, or Sales teams
Accurately categorizing and documenting each interaction
Occasionally assisting customers with live Zoom or phone calls

To succeed in this role, you'll need:
  • Proven work experience as a technical support representative or similar role
  • 2 years of work experience in the same field (a plus)
  • Familiarity with Zapier and/or similar applications
  • Familiarity with reporting and Excel/Google Sheets
  • Familiarity with chat apps like Intercom and Slack
  • Excellent verbal and written communication skills
  • Knowledge of API (preferred)
  • Good time-management skills for handling various open tickets/chats simultaneously
  • Strong attention to detail
  • Experience with upselling products to customers

Benefits and Perks:

At eFlex, we're more than just a workplace - we're a community of playmakers dedicated to fostering growth, learning, and personal connections. You can expect:

Living Our Values: We walk our talk by prioritizing learning and personal growth, caring deeply about our team and clients, and following our values that guide our vibrant workplace.

Competitive Compensation: Your hard work deserves recognition, with a competitive salary and benefits package including comprehensive HMO coverage and optical reimbursements.

Flexible Work Options: Work your way - whether outside Baguio City or within it, we offer a hybrid work model for the best of both worlds.

Wellness Matters: Recharge and refresh with flexible vacation and sick leaves that empower you to prioritize your well-being and maintain a healthy work-life balance.

Pathways to Success: Your journey with us offers growth opportunities and a commitment to nurturing your career and supporting your rise through the ranks.

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