Customer Support Representative

2 weeks ago

Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time
Peterson's is seeking a friendly, patient, and technically skilled Customer Support Representative to serve as the first point of contact for our valued customers. In this role, you will provide support across our diverse range of educational products, including Peterson's, Test Prep, Military skills courses (i.e. ASVAB), and RMC Learning Solutions which specialize in training materials for various certifications offered by Project Management Institute (PMI) such as PMP, CAPM, and more.

As a key member of our small, dedicated team, you will be a subject matter expert, a client advocate, and a champion for clear documentation. You'll be tasked with resolving customer challenges, ensuring a positive brand experience, and upholding our
commitment to quality service.

Key Responsibilities:

• Provide Timely Support: Respond to inbound calls, chats, and emails from customers, prioritizing urgent issues to ensure prompt resolution.

• Resolve Customer Issues: Address customer feedback and technical challenges, including browser troubleshooting and system navigation, with professionalism and empathy.

• Maintain Product Expertise: Stay up to date as a product expert on our ever-evolving suite of offerings.

• Escalate Concerns: Appropriately escalate complex issues to the necessary internal teams or clients.

• Document Accurately: Maintain detailed and organized records of all customer interactions and resolutions in our ticketing system.

Work Environment & Expectations:

While our call volume may fluctuate, all team members are expected to be available to answer calls and work on tickets for the entirety of their shift. Your primary responsibility is to be in an "available" status. We expect a high level of productivity, even during slow periods, by focusing on ticket management and other assigned tasks. In addition to your core responsibilities, you will be expected to meet key weekly performance metrics, including Call and Ticket QA, CSAT (Customer Satisfaction) scores, and other productivity benchmarks.

Skills & Competencies:

• Exceptional Communication: Strong written and verbal communication skills with the ability to maintain a calm and friendly tone, even when facing a challenging situation.

• Technical Aptitude: A solid understanding of basic technology and the willingness to take on complex technical issues.

• Problem-Solving: The ability to prioritize work, think independently, and manage time effectively to resolve customer issues efficiently.

• Self-Motivated: A strong desire to be a continuous learner and to maintain up-to-date knowledge of our products.

• Accountable & Reliable: A team player who is reliable, detail-oriented, and takes full ownership of assigned tasks.

Requirements
• 2+ years of experience in a customer-facing role.

• Experience with a web-based chat tool and email platform (e.g., Gmail/Outlook, Slack).

• Experience with ticketing systems like Zendesk (preferred), Jira, or similar technologies.

Benefits


• Great Place to Work–Certified company


• Premium HMO coverage

• Holistic employee experience programs

• Work-from-home and hybrid work setup

• Rewards and performance incentives

• Monthly engagement activities

• Career advancement opportunities

• Paid referral program

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