Customer Support Associate

2 days ago

Makati City, National Capital Region, Philippines e-Transfer Advance Processing Full time

About the Role

The Customer Support Associate leads Junior Associates, oversees their customer interactions, and evaluates performance based on set KPIs. Interacts directly with end-users to address their needs, respond to inquiries, resolve issues, and ensure a high level of customer satisfaction. Escalates complex concerns when needed.

Responsibilities

  • Work closely with the Supervisor to support the daily operations of the customer support team.
  • Assist in creating training materials and establishing standard operating procedures (SOPs).
  • Deliver onboarding, coaching, and ongoing training sessions for both new and current team members.
  • Evaluate team performance and support improvement through regular feedback and guidance.
  • Conduct performance reviews and manage disciplinary procedures when necessary.
  • Ensure high-quality customer service by promptly resolving escalated issues and complaints.
  • Oversee complex customer interactions and ensure satisfactory resolution.
  • Continuously monitor the quality of customer service to meet established standards.
  • Track and maintain team performance against Service Level Agreements (SLAs).
  • Supervise the daily tasks and workflow of customer service representatives.
  • Monitor internal tools, databases, and KPIs to ensure efficient and accurate service delivery.
  • Review service desk documentation and reports for completeness and correctness.
  • Assign responsibilities to team members and ensure adherence to expectations.
  • Identify and implement improvements to streamline customer service processes.
  • Work collaboratively with the Supervisor and team to resolve operational challenges.
  • Promote a respectful, professional, and inclusive team environment.
  • Represent the customer support desk in cross-functional meetings and discussions.
  • Manage staffing schedules to ensure appropriate team coverage at all times.
  • Create, analyze, and present reports on service desk productivity and performance.
  • Ensure compliance with all safety, security, and data protection protocols set by e-tap.
  • Perform additional related tasks as assigned by management.

Qualifications

  • Bachelor's degree in Information Technology or a closely related field.
  • Proven ability to provide high-quality customer support.
  • Strong interpersonal and communication skills.
  • Excellent attention to detail and accuracy.
  • Able to multitask effectively and manage time well.
  • Patient, attentive, and customer-focused.
  • Strong analytical thinking and problem-solving capabilities.
  • Minimum of one year of customer service experience within the financial technology (FinTech) sector.

Job Type: Full-time

Pay: Php18, Php20,000.00 per month

Benefits:

  • Company events
  • Free parking
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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