Client Support Agent

For a Client Support Agent role, the team generally looks for a candidate with strong communication & negotiation skills, solid analytical & logical thought process and easy to train.

Responsibilities:

New/Existing Client Support

• Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to clients
• Identify opportunities to offer Value added products and services
• Facilitate training based on needs of staff within the department and assist with answering staff questions within Disputes, as needed
• Support expansive and diverse array of products and services
• Assist with ongoing Lean and process improvement projects
• Resolve complex problems based on best practice/precedence, escalating as needed
• Provide all support to multiple channels like: General Inquiry, Sales
• Inquiries and others business related inquiries.

System/Product/Client testing analysis

• Create quality measurements to track improvement in products
• Execute quality improvement testing and activities
• Develop quality assurance standards and company processes a   Adhere to industry quality and safety standards
• Ensure products meet customer expectations and demand
• Create reports documenting errors and issues for fixing
• Work closely with the development team to improve existing products a Maintain standards for reliability and performance of production

System/Product/Client data analysis

• Evaluate and improve existing BI systems
• Collaborate with teams to integrate systems
• Develop and execute database queries and conduct analyses Create visualizations and reports for requested projects
• Develop and update documentation

Minimum qualifications:

• Analytical Skills: The ability to analyze complex information, identify l‹ey issues, and make informed decisions based on data.
• Communication Skills: Excellent written and verbal communication skills to effectively communicate with internal and external stakeholders.
• Time Management: Ability to prioritize tasks, manage time effectively and meet deadlines.
• Attention to Detail: The ability to pay close attention to details and ensure accuracy in work output.
• Problem-solving: The ability to identify problems, evaluate options, and implement effective solutions.
• Technical Skills: Proficiency in relevant technical tools and software to support daily operations.
• Customer Service: A customer-focused mindset and the ability to provide high-quality support to internal and external customers.
• Teamwork: The ability to work collaboratively with other team members and departments to achieve common goals.
• Adaptability: The ability to quickly adapt to changing situations and remain flexible in response to shifting priorities.
• Leadership: The ability to lead and motivate a team towards achieving common objectives, including managing and delegating tasks.

Preferred qualifications:

• Education - High School Diploma & graduate in Data Science
• Work Experience - Open to fresh graduates or at least 1 years of Operation Support experience.
• Knowledge, Abilities, Skills - Leadership, Communication Skill & Data Analysis Skill, Good in Excel or Google Sheet Formula.
• Physical Demand - Minimal Physical Activities Performance Expectations - Satisfactory level of work Shifting: 24/7 rotating shift and days off

Benefits:

• Training and Development Programs
• Unlimited Career advancement opportunities
• Health Care Plan (HMO) with Dental and Vision upon regularization
• Group Life and Accident Insurance upon regularization
• Sick and Vacation Leave upon regularization. All unused sick leave is convertible by end of the year and will be distributed before the end of the first quarter of the succeeding year.
• Bereavement Leave of 3 days upon regularization
• Healthy and Encouraging Work Environment
• 13th Month Pay as mandated by the Philippine Government
• Government Mandated Benefits (SSS,PHIC and Pag-ibig)