Customer Support Specialist

2 days ago

Iloilo City, Western Visayas, Philippines RELX Group Full time $40,000 - $60,000 per year

Accountabilities:

  • Data validation via phone, spreadsheet or website.
  • Provide documentation for data and processes performed, convey/communicate information by statement or suggestion
  • Directly impacts business through responsibility for quality services provided by self or others.
  • Responsible for research, resolution and responding to questions and problems via emails, and callbacks/inbound and outbound calls in accordance with service level requirements, while providing an excellent customer experience
  • Adherence to the corporate policy regarding authentication, data security and record retention
  • Navigate multiple systems and internal tools for research and documentation
  • Research any client issues and escalate to Supervisor if a larger issue is identified
  • Instill confidence in customers through problem-solving skills and stronger customer service delivery
  • Keep records of customer interactions and transactions, recording and details or inquiries, complaints, and comments as well as actions taken for reporting purposes

Qualifications:

  • Bachelor's Degree preferred but not required.
  • At least 1 year experience with BPO/Shared Services.
  • Healthcare background preferred.
  • 10-key proficiency.
  • Siebel experience preferred.
  • Proficient computer skills with multi-tasking very important; specifically, research and document customer inquiries.
  • Utilize PC Daily; Microsoft Office Suite and Adobe Acrobat.
  • Excellent English written and verbal communication skills.
  • Attention to detail is a must; ability to perform repetitive actions daily without affecting attention to detail, ability to make judgment calls based on pre-set criteria and experience.
  • Work environment is such that deadlines may fluctuate in accordance with task urgency or constraints.
  • Must be extremely adaptable and be able to stay focused.
  • Must be able to adapt to intense workloads, schedules and rapidly changing situations with a sense of urgency.
  • Must be flexible to transition from mid-shift to night-shift schedule based on business needs.
  • Must be in current role for 1 year
  • Must not have received any Disciplinary Action within the past 12 months
  • Must not have any Attendance and Punctuality issues in the past 12 months
  • Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
  • Must have a Successful or above rating in the last Enabling Performance cycle
  • Must be willing to attend onsite training for a designated number of days.

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