Customer Care Tier 2

1 week ago

Manila, National Capital Region, Philippines Harte Hanks Full time $70,000 - $120,000 per year

Customer Care Tier 2 Team Member (Remote/Hybrid within Metro Manila ONLY)

Who We Are

Harte Hanks is a global marketing services firm specializing in multi-channel marketing solutions that connect our clients with their customers in powerful ways. Experts in defining, executing, and optimizing the customer journey, Harte Hanks offers end-to-end marketing services including consulting, strategic assessment, data, analytics, digital, social, mobile, print, direct mail, and contact center. From visionary thinking to tactical execution, Harte Hanks delivers smarter customer interactions for some of the world's leading brands.

At the heart of every project are global teams of bright, passionate people who bring together expertise, insight, and a shared ambition of creating the best work.

Our Mission

To work in the service of our clients to provide meticulous marketing expertise and execution to better understand, attract and engage their customers.

Position Overview

Tier 2 Customer Care Team Members are problem-solvers for our customers. You will be of assistance with troubleshooting customer devices or connectivity issues by providing remote support via phone, chat, SMS, email, or through monitoring social media networks.

Key Responsibilities

  • Tier 2 Customer Care Team members will handle customer service and technical support for product-related inquiries with empathy and patience
  • Acquire customer and issue-related information to input into the CRM database
  • Ask probing questions and use critical thinking to determine the root cause of an issue
  • After identifying the issue, utilize all appropriate troubleshooting steps to resolve the issue
  • Work as a consultative partner to your customer, building rapport and providing direction
  • Provide optimal customer experience by effectively resolving customer issues in a timely manner
  • Clearly document the caller's inquiry, troubleshooting steps taken, and resolution
  • Compose professionally written emails and responses for digital channels
  • Professionally and effectively defuse difficult situations over the phone and other support channels

Requirements

  • Ability to travel to and from onsite location for work
  • Strong customer service skills
  • Analytical thinking and problem-solving skills
  • Familiar with everyday computer tasks, internet navigation, and basic research
  • Fundamental writing skills including basic spelling and grammar usage
  • Ability to perform repetitive tasks and remain seated for long periods of time
  • Some experience with an environment that includes interaction with customers (retail, call center, hospitality)
  • Must possess and demonstrate excellent communication, verbal communication must be professional and grammatically correct never using jargon or slang
  • Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
  • Proficiency in Word, Excel, Teams, and Outlook

Experience troubleshooting with iOS (iPhone/iPad/TV), Android (Mobile/Tablet/TV), gaming consoles, dedicated streaming devices (Firestick/Roku/Google TV) and troubleshooting network connectivity issues

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