Customer Service Associate – Entry Level

2 weeks ago

Makati City, National Capital Region, Philippines e-Transfer Advance Processing Full time ₱900,000 - ₱1,200,000 per year

Job Description

The Customer Support Associate oversees a team of Junior Customer Support Associates, reviewing their customer interactions and transactions, and evaluating their performance based on defined key performance indicators (KPIs).

Duties and Responsibilities

  • Support the Supervisor in managing the day-to-day operations of the customer support department.
  • Assist in creating training materials and standard operating procedures (SOPs).
  • Facilitate onboarding, coaching, and training sessions for both new and existing customer support team members.
  • Evaluate team members' performance and help address areas requiring improvement.
  • Conduct performance appraisals and manage disciplinary processes when necessary.
  • Ensure high-quality customer service by resolving escalated issues efficiently and professionally.
  • Handle complex customer complaints and concerns that require higher-level attention.
  • Monitor and assess the quality of interactions between support staff and customers.
  • Ensure the team meets and maintains the agreed Service Level Agreements (SLAs).
  • Supervise the daily operations of customer service representatives.
  • Monitor internal tools, systems, and key performance indicators (KPIs) to ensure timely service delivery and efficient operations.
  • Review all service desk reports and documentation for accuracy and completeness.
  • Distribute tasks to team members and ensure timely and proper task completion.
  • Identify opportunities for process improvements to increase the efficiency and quality of service.
  • Collaborate with team members and the Supervisor to resolve operational challenges within the support section.
  • Promote a professional, respectful, and collaborative working environment with team members, stakeholders, and other departments.
  • Represent the customer service desk in meetings, discussions, and cross-departmental activities.
  • Develop and maintain staffing schedules to ensure adequate coverage and service availability.
  • Prepare, review, and present productivity reports for the customer service desk.
  • Adhere to e-tap's safety, security, and information protection protocols.
  • Perform additional job-related duties as assigned.

Job Qualifications

  • Bachelor's degree in Information Technology.
  • Good customer service skills.
  • Good communication skills.
  • Keen attention to details.
  • Multitasking and organizational skills.
  • Attentiveness and patience.
  • Analytical and problem solving.

Professional Experience

  • At least one year of customer service experience in the Financial Technology Industry.

Job Type: Full-time

Benefits:

  • Free parking
  • On-site parking
  • Opportunities for promotion
  • Pay raise

Work Location: In person

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