Customer Support Associate

1 week ago

Quezon City, National Capital Region, Philippines GAIC Professional Services Inc. Full time $70,000 - $120,000 per year

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

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

Location: Cubao, Quezon City

Job Shift : Night

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