Customer Service Representative

7 days ago

Mabalacat, Central Luzon, Philippines Hexaware Technologies Phil. Branch Full time ₱150,000 - ₱250,000 per year

Key Responsibilities:

  • Develop and maintain a strong understanding of our subscription products, support policies, and service procedures to deliver prompt and comprehensive assistance.
  • Respond efficiently to customer inquiries via email and chat, ensuring a high level of satisfaction through quick resolution and professional communication.
  • Maintain high standards in response time, first-contact resolution, and customer satisfaction metrics.
  • Work effectively in a high-volume, fast-paced environment while handling multiple tasks.
  • Collaborate with team members and also perform independently when needed.
  • Use diagnostic tools and techniques to identify issues, determine root causes, and provide appropriate solutions.
  • Escalate complex issues to the appropriate internal teams when necessary.
  • Adapt to shifting workloads by working across multiple support queues or skill sets, based on business needs.

Qualifications:

  • At least 6 months of experience in a contact center environment providing support via phone, email, or chat.
  • Strong command of written and spoken English.
  • Ability to thrive in a fast-changing and demanding work environment.
  • Strong team player with excellent multitasking and time management skills.
  • Willingness to work on rotating shifts and be onsite as required.
  • Quick to learn new technologies, products, and support processes.
  • Professional, positive, and customer-focused demeanor.
  • Able to stay calm under pressure and see issues through to resolution.

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