Senior Frontline Support Representative

2 weeks ago

Cebu City, Central Visayas, Philippines 21a76434-768b-40cf-98fd-0302ee0dc558 Full time ₱250,000 - ₱500,000 per year

A Senior Frontline Support Representative needs to manage customer queries and complaints. Frontline support tasks will be asked to process orders, modifications, and escalate complaints across a number of communication channels.

A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They're the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

Key Duties

  • Senior Frontline Support Representative duties and responsibilities generally include answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes.
  • In the case of a sales customer service representative, customer service duties and responsibilities will include selling products and services to clients and processing payments.

Key Competencies

  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.

  • Responding promptly to customer inquiries.

  • Communicating with customers through various channels.

  • Acknowledging and resolving customer complaints.

  • Knowing our products inside and out so that you can answer questions.

  • Processing orders, forms, applications, and requests.

  • Keeping records of customer interactions, transactions, comments and complaints.

  • Communicating and coordinating with colleagues as necessary. Suggest solutions when a product malfunctions.

  • Resolve customer complaints via phone, email, mail, or social media.

  • Act as the company gatekeeper.

  • Inform customers of deals and promotions.

  • Sell products and services.

  • Utilize computer technology to handle high call volumes.

  • Work with customer service managers to ensure proper customer service is being delivered.

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