Customer Care Specialist

3 days ago

Ortigas Metro Manila, Philippines vCustomer Philippines, Inc. Full time ₱900,000 - ₱1,200,000 per year

Role Purpose & Environment

Your primary focus is to assist customers with their concerns end to end, ultimately leading to satisfaction and confidence in the company.

Responsibilities

Here are some key aspects of the role:


• Provide first level contact via call and/or email.


• Provide high-quality technical support and assist customers with regards to their order, account, and billing inquiries.


• Ensure all activity and related information is accurately recorded, including updating tickets with notes in all instances.


• Provide timely updates to the customer regarding the status of their queries and/or issues.


• Lodge support tickets and assign to responsible support groups.


• Follow agreed operational process and procedures.


• Engage internal and external parties to drive issues through resolution.


• Properly escalate unresolved queries to the next level of support.

Requirements


• Must possess a Bachelor's/College Degree preferably an IT/Computer related course.


• Experience gained from Telecommunication or Information Technology industry supporting networking services and products.


• Understands the concept of network (LAN, WAN) and VOIP (CISCO knowledge is preferred but not a necessity).


• Active interest in learning and maintaining technical skills and knowledge.


• Strong verbal and written English communication skills.


• Good interpersonal skills and able to work within the team.


• Emotional resilience, including the ability to work effectively and efficiently under pressure.


• Must be open to working graveyard shifts

How we work


• We are all responsible for taking reasonable care of our own safety and wellbeing at work, and to avoid adversely affecting the safety and wellbeing of another person at work.


• Always be on the lookout to improve the way we work, and speak up with suggestions for a better way, with the aim of exceeding our customers' expectations.


• Plan your work and be ready to take advantage of the opportunities and risks that come with our ever-changing industry.


• Protect the brand, reputation, and profitability by maintaining the confidentiality, integrity and availability of its information assets and information systems.


• Be familiar with policies and procedures, as well as completing any associated training, as communicated, or made available on the intranet and our learning systems.

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