Jr. Customer Care

2 weeks ago

Quezon City, National Capital Region, Philippines Versa Innovation Corp Full time ₱70,000 - ₱120,000 per year

The Company

Versa Innovations Corp. is a leading Philippine developer and provider of two-way radio communication systems and solutions, specializing in cutting-edge technology for security, corporate, and public safety industries. The company pioneers innovative communication products like NetEdge - the first  Push-to-Talk (PoC) Radio as a Service (RaaS) in the Philippines - designed to future-proof teams' communication needs without heavy upfront investments. Driven by customer obsession and continuous innovation, Versa serves as a trusted partner to premier security agencies and businesses across the country, enabling seamless, scalable communication solutions that grow with their operations.

Main Purpose of the Job

Proactively ensure customer/client satisfaction thru proper insight and providing appropriate support and service to resolve customer concerns with products, data loads, National Telecommunication Commission (NTC) permits and certifications.

Duties and Responsibilities

  • Client Engagement:

  • Actively engage with clients/customers inquiring via phone, company website, socials, as required.

  • Take and make calls as required according to level of support needed by client.

  • Give customers accurate and valuable information about the product/company.

  • Follow a standard protocol in handling concerns and inquiries, timely coordination with the proper department in handling customer concerns, and communicate timely and professionally to customer representatives.

  • Recommend new ways in handling concerns and inquiries based on customer pain points/analytics.

  • In charge of handling reseller purchase, as per standard protocol.

  • Tech (Maintenance & Repair):

  • Monitor and consolidate tech reports such as repairs, programming itinerary, and other such service reports.

  • Follow up status of each pending service with technicians and relationship managers.

  • Assist in setting-up/following-up engagements with the customers and internal proponents and prepare the agenda.

  • Assist in preparation of letters, communications, and others that maybe needed.

  • Maintain records and filing system for the tech team.

  • National Telecommunication Commission (NTC) & Permits Processing:

  • File, process, and secure the relevant permits processing (NTC, etc.) and monitoring of validity periods of such for all clients.

  • Conduct field work as necessary either for client engagement or other duties related to the role.

  • Complete all relevant documentation and administration work in relation to service and permits work.

  • SIM Card Loading and Reloading:

  • Ensure SIM cards are loaded and reloaded regularly, maintaining their up-to-date status to avoid service disruptions.

  • Other duties as may be assigned from time to time.

Desired Qualifications

  • Work Experience: One to three (1 to 3) year work experience as a Customer Care Associate or any related position to permits and registrations processing for senior role.

  • Level of Knowledge: Bachelor's degree or Senior High School Graduate.

Competencies:

  • Core: Strong attention to detail, negotiation & persuasion skills, and ability to work in a fast-paced environment. Possesses solution knowledge, effective expectation setting, strong listening skills, seeks to understand, and demonstrates empathy and tenacity (Grit). Maintains a clear understanding of responsibilities, goals, and metrics, recognizing the impact of their work on peers' success.

  • Functional: Strong attention to detail. Proficiency with phone, email, Office 365, Helpdesk and ERP software.

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