Customer Support Assistant

4 days ago

Makati City, National Capital Region, Philippines Electronic Transfer and Advance Processing Inc. Full time
About the Role

The Customer Support Assistant is responsible for leading a team of Junior Customer Support Associates. This role involves supervising customer interactions and transactions, monitoring team performance based on key performance indicators (KPIs), and ensuring the delivery of high-quality customer service.


Key Responsibilities
  • Assist in the development of training materials and standard operating procedures (SOPs).
  • Support the Supervisor in managing the day-to-day operations of the customer support team.
  • Lead onboarding, training, and coaching sessions for new and existing customer support team members.
  • Assess individual and team performance, providing guidance and support for improvement.
  • Conduct performance evaluations and handle disciplinary actions when necessary.
  • Resolve complex and escalated customer issues promptly to ensure satisfaction.
  • Monitor service quality to maintain a high standard of customer interactions.
  • Ensure the team consistently meets established Service Level Agreements (SLAs).
  • Oversee the daily workflow of customer service representatives to maintain smooth operations.
  • Track and analyze KPIs, internal tools, and databases to ensure timely and accurate service delivery.
  • Review and verify the accuracy and completeness of service desk documentation and reports.
  • Delegate tasks to team members and ensure accountability and compliance.
  • Identify and implement improvements to streamline customer service operations.
  • Collaborate with the Supervisor and team to address and resolve service desk challenges.
  • Promote a respectful, professional, and collaborative working environment across teams.
  • Represent the customer service desk in meetings and cross-functional discussions.
  • Prepare and manage staffing schedules to meet workload demands and ensure proper coverage.
  • Generate and evaluate productivity reports to assess service desk performance.
  • Comply with all safety, security, and information security protocols set by e-tap.
  • Perform other duties as assigned.

Qualifications
  • Bachelor's degree in Information Technology or a related field.
  • Minimum of one year of experience in customer service within the Financial Technology (FinTech) industry.
  • Strong customer service and interpersonal skills.
  • Excellent verbal and written communication abilities.
  • High attention to detail and accuracy.
  • Capable of managing multiple tasks efficiently with strong organizational skills.
  • Patient, attentive, and customer-focused approach.
  • Analytical thinker with strong problem-solving abilities.

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