Contact Center

2 days ago

Manila, National Capital Region, Philippines IT Triage Full time ₱30,000 - ₱45,000 per year

About The Group

The Reivernet Group is made up of seven entities: RN Projects, Reivernet, IT Triage, Site Compass, Bright Star, RN Gateway and RGC Management. We design, build, configure, support and document complex data networks for business, with a focus on hotel networks.

IT Triage provides outsourced, short- or long-term remote Help Desk services across the globe. Based in several locations, our team boasts almost two decades of experience providing world-class technical support across the hospitality sector.

About the role

Working a 4-day on 4-day off shift, Contact Center Officers (CCO) serve as the primary point of contact for customers, providing exceptional support and resolving queries through various communication channels. This role involves handling customer interactions, addressing issues, and ensuring customer satisfaction by delivering timely and effective solutions. The CCO is responsible for maintaining accurate records, gathering feedback, and collaborating with other team members to enhance service quality and efficiency

What you'll do

  • Through excellent communication, provide high levels of support to our customers by responding to in-bound queries while meeting SLAs and collaborating with team members
  • Ensure ITT Contact Center protocols are followed when queries need to be escalated, handed-off or closed and ensure client case information is accurately recorded in the CRM.
  • Maintain a working knowledge of the tools and systems contained within our clients' sites and identify operational improvements when identified.
  • Build credibility with clients and team members by following through on commitments, being transparent and consistent.

Who you are

Contact Center Officers are an important resource, solving client challenges efficiently and ensuring they receive the best possible support.  They are highly reliable, and an effective team member known for their accountability, collaboration, valuable communication and trustworthiness.  With an eye for detail and an ability to manage multiple queries, they have an aptitude for identifying root causes and providing effective solutions. You have approximately 4 years of experience in a customer support role responsible for handling level 1 and 2 ICT Network enquiries.

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