Customer / Technical Support Representative

2 days ago

Pasig, National Capital Region, Philippines SSD GPS Corporation Full time $40,000 - $60,000 per year

Responsibilities:

Customer issue / concern handling

  • Respond promptly and professionally to customer concerns via group chat (GC), phone calls, email, in-person visits, or other communication channels.
  • Provide fundamental troubleshooting and customer assistance such as but not limited to troubleshooting common issues, Track and Trace functionality, platform training for users, sending commands (Basic Commands ie: reset, status check, location inquiry, SOS, and monitoring permissions), effective response techniques for customer interactions, professional presentation of solutions and support.
  • Provide needed report, validate the data from the platfrom and create an incident report if necessary
  • Conduct necessary research to support accurate and effective resolution of customer issues.

ERP System and Platform Use

  • Utilize the SSD ERP system and SSD platform for account reference, issue investigation, and service verification.

Training and Client Support

  • Conduct client training sessions and refresher courses on the SSD platform.
  • Explain platform features and benefits to help clients maximize system use and improve user experience.

Cross-Department Coordination

  • Collaborate with internal departments to ensure timely and efficient issue resolution:
  • IT Department: For software and hardware-related concerns.
  • Accounting: For billing or payment-related issues.
  • Sales Department: For requirement validation and product alignment.
  • Dispatch Department: For scheduling and coordination of field support.
  • Other SSD departments as needed

Sales Support

  • Identify opportunities to upsell or cross-sell relevant products and services during customer interactions.
  • Recommend solutions that align with client needs and preferences.

Documentation and Reporting

  • Record all customer interactions, inquiries, complaints, and actions taken in the appropriate logs or systems.
  • Ensure compliance with internal reporting protocols and maintain complete documentation as required.

Account Monitoring and Management

  • Monitor client accounts nearing expiration (within 90 days).
  • Initiate proactive follow-ups and coordinate necessary renewals or updates.

Client Visits and Relationship Building

  • Conduct regular onsite visits to strengthen client relationships.
  • Gather client feedback, assess ongoing needs, and reinforce satisfaction and loyalty.
  • Use visits as an opportunity to provide support, resolve concerns, and demonstrate the company's commitment to service excellence.

Perform other related tasks and special projects as assigned from time to time.

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related field required.
  • Proven customer support experience or experience as a client service representative.
  • Proficient in MS Office (Word, Excel, PowerPoint).
  • Ability to handle customer complaints and resolve conflict professionally
  • Excellent communication and interpersonal skills.
  • Demonstrates a strong commitment to ensuring client satisfaction.
  • Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media
  • Able and willing to travel or conduct client visits (if field-related)

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