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E&G Customer Support Specialist

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Quezon City, National Capital Region, Philippines Acquire Intelligence Full time ₱800,000 - ₱1,200,000 per year

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

E&G CUSTOMER SUPPORT SPECIALIST
As our new Customer Support Specialist, you will be joining a new team that aims to provide outstanding customer experiences to our SMB customers through ownership and accurate resolution of their enquiries via phone, electronic case and live chat.
Key to your success will be your ability to build relationships with various Vocus teams, adhere to processes with a big picture in mind, flex your problem-solving skills and be adaptable.
Main Task:

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Respond to incoming calls, chats and electronic cases from customers in accordance with defined KPI's

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Raise Opportunities and Quote on Salesforce

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Manage change requests utilizing our third-party platform

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Investigate, coordinate, and resolve customer enquiries and complaints liaising with internal stakeholders where required

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Maintain regular contact with the customer throughout the life cycle of their enquiry

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Create and uphold positive relationships with both internal and external customers

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Identify opportunities for improvement and feed back into the business

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Update and maintain customer records using our CRM, Salesforce

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Customer and departmental reporting including invoices copies / queries

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Ascertain customer needs through effective questioning and active listening skills

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Provide an exceptional customer experience in every interaction

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Other administrative/ad hoc duties as required by management
Key Responsibilities:

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Ensure high level of efficiency and accuracy

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Ensure all customers both internal and external have a positive experience

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Provide clear and accurate information to all parties whilst maintaining the highest standard of customer service

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Meet all required KPI's

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Identify customer needs to deliver quality solutions

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Manage both an individual workload and tasks allocated to the team

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Write and respond to cases in an appropriate and professional manner

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Meet Ad Hoc tasks in the required timeframe

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Consistent follow-up with the Account Managers for all pending cases to achieve the best outcome for both the business and customer
Key Requirements:

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At least 2 years solid Telco background and/or B2B Sales experience

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Service superstar with a proactive, positive and 'above and beyond' attitude

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A true passion, drive, and energy for delivering customer service excellence both internally and externally

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A strong sense of ownership and accountability

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Excellent communication, interpersonal and negotiating skills

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Ability to manage competing priorities and follow through on commitments

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Ability to work both autonomously and within the group and Onshore team

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Outside of the box thinker, get creative

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Solid negotiation and conflict management skills

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A high degree of organizational, analytical, and decision-making skills

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Excellent administrative skills with high attention to detail

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Team and customer focused

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Intermediate computer skills

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Proficient in MSO and/or Google Suite applications

Join the A-Team and experience the A-Life