Customer Support Tier I

2 days ago

Quezon City, National Capital Region, Philippines ECLARO Full time ₱250,000 - ₱500,000 per year

Role Title:
Customer Support Tier I

ECLARO:
A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

Main Job Tasks and Responsibilities:

•    Provide great customer experiences while dealing directly with customers by chat or email


•    Respond promptly to customer inquiries


•    Handle and resolve customer complaints with empathy and care


•    Obtain and evaluate all relevant information to handle product and service inquiries


•    Assess customer needs and properly escalate challenging cases


•    Quickly review content of cases and ensure they are routed to the proper queues

Qualifications and Requirements:

•    Experience working with both Salesforce or review sites' process is a plus


•    Experience working within a BPO in customer service roles in the E-commerce space


•    Proven success in working in a queue-based system


•    Ability to function independently and collaboratively in a team


•    Strong communicator in both written and spoken English


•    Critical thinker with the ability to creatively problem solve


•    Able to balance competing priorities with strong time management skills


•    Motivated, passionate and coachable team member


•    Organized and detail-oriented representative


•    Possesses strong emotional intelligence


•    Accountable to hit individual goals and complete work on time

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