Support Associate

2 days ago

Quezon City, National Capital Region, Philippines beBeeCustomer Full time

Job Title: Customer Service Representative

The initial point of contact for consumer conversations, feedback, issue resolution, and records case information and data across multiple channels. This involves troubleshooting, researching solutions, and providing resolutions to Level 1 consumer problems.

The role ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis.

Responsibilities:

  1. Answers and responds to inbound calls, returns calls from emails, and website queries using documented procedures, available tools, and supplied script(s) to assess consumer support needs and handle/route accordingly to the satisfaction of the consumer.
  2. Verifies all contact information.
  3. Creates cases within the supplied Customer Relationship Management (CRM) system.
  4. Documents problem definitions.
  5. Documents and logs all contacts and actions into CRM as specified in guidelines.
  6. Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post-resolution, etc.
  7. Provides help and clear direction to consumers on follow-up actions to be taken for resolution.
  8. Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfillment, and client when appropriate.
  9. Provides customers with follow-up actions to be taken and documents in CRM.
  10. Remains knowledgeable of performance requirements, brands/products, and process documentation.
  11. Maintains awareness of and compliance with all personnel policies.
  12. Achieves specified performance goals and knowledge of all tools used in the process.
  13. Additional responsibilities as required i.e. reporting, handling of hang-ups, etc.

Location: In a dynamic and fast-paced environment

Time Type: Full time

Concentrating on improving business performance for some of the world's best brands.

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