Customer Service Technician

3 days ago

Cebu City, Central Visayas, Philippines OutForce Inc. Full time

Main purpose of role:

The CST role is responsible for end-to-end customer ownership of customer issues/faults through to resolution across VoIP and data products relating to the PSTN switchoff and migration from legacy products with Clear Business and Gamma.

Key responsibilities:


• Provide an exceptional customer experience. Resolve queries and technical issues in a considerate and timely manner across various contact channels.


• Analysis and investigation of potential faults reported to the Service Desk using provided tools, and collaborating with other teams to identify resolutions.


• Assisting in resolving customer queries, recommending solutions, and guiding users through features and functionalities of our various in-house, market-leading business communications products.


• Effectively resolve customer technical complaints, coordinating with your Service Advocate lead or Team Leader when necessary whilst also working with our Partners to enhance the overall customer journey through feedback and identifying areas for efficiency improvement.


• You will effectively manage ongoing faults and issues via our ticketing system where first time fix wasn't possible and further diagnostics and support is required.


• Actively support the provision of new services and think proactively to prevent issues that may arise during the provisioning processes.


• The above list of responsibilities is not exhaustive, and you may be required to undertake other responsibilities and training as requested by your line manager or as needed in line with the overall strategy for managed services.

Key relationships:


• Customers / Channel Partners


• Service Advocate


• Team Leaders


• Senior Operations Manager


• Suppliers


• Product/internal engineering teams (TSC, OSS etc)

Experience:


• Previous experience within a customer care role, preferred but not essential.


• Previous experience in a high-volume technical support / provisioning team, preferred but not essential.


• A proficient level of computer literacy, essential.


• A basic level of understanding of technical support / faults diagnostic processes, preferred but not essential.


• Understanding of WLR (legacy voice products) and number and porting advantageous.


• A basic level of VOIP/BB knowledge is preferred but not essential.


• Experience of working within a contact centre environment, preferred but not essential.

Key Skills:


• Excellent written and verbal communications skills, with an ability to adapt communication styles to individual customers. Minimum English standard - B2 or C1.


• High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for accuracy of your own work


• The drive, curiosity and determination to resolve customer issues on their behalf making it easy for our customers to deal with us.


• A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.


• Able to manage demands of numerous concurrent tasks.


• A professional, friendly and helpful demeanor, with the desire to create great working relationships with both colleagues and customers.

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