Customer Support Specialist
2 weeks ago
JOB SUMMARY
Performs routine customer service phone support to client specific needs. Work is performed under regular supervision.
Responsibilities
JOB RESPONSIBILITIES
- Responds to requests and calls from customers related to client specific programs and products
- Identifies and responds to customer's needs based on designated procedures of account/client
- Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
- Escalates calls to supervisor when necessary and appropriate
- Responds to requests for assistance and/or possible processing of credit card authorizations
- Tracks call related information of each call received for auditing and reporting purposes
- Provides feedback reports on call issues related to downtime and/or training issues
OTHER RELATED DUTIES
- Escalates calls to supervisor when necessary and appropriate
- Maintains and updates customer information as necessary
- Provides support and assistance as needed
- Up-sells to customer upgrades as necessary
- May perform other client specific duties as necessary and required by program/account
- Other duties as assigned
Qualifications
JOB REQUIREMENTS
Minimum Education and Experience:
- High School Diploma or GED required; graduation from a college with an Associate's degree preferred
- Customer service experience
- Phone related customer service
- Familiarity with Microsoft Windows, Word, and Excel applications
- May require client specific bilingual language requirement, as necessary
Knowledge, Skills and Abilities:
- Knowledge of product/procedures
- Ability to use phone and computer systems
- Customer service skills
- Strong interpersonal skills
- Excellent oral and written communication skills
- Strong listening/comprehension skills
- Ability to stay composed and objective
- Patience/empathetic
- Mental Acuity
- Conversational
- Confident/Assertive
- Demonstrate a positive attitude
Work Environment:
- Constant work performed in a climate controlled, call-center environment
- Constant usage of phone and computer systems
Physical Demands:
- Constant sedentary work
Location:
Barangay Maraouy, Lipa City
Job Shift :
Night
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