IT Customer Care Assistant

2 days ago

Manila, National Capital Region, Philippines Filinvest Business Services Corp. Full time ₱250,000 - ₱400,000 per year

KEY
FUNCTIONS/DUTIES AND RESPONSIBILITIES:

Customer
Support & Issue Resolution

  • Serve as the first point of contact for
    customer inquiries, providing technical and service-related support.
  • Respond to customer queries via phone,
    email, and chat, ensuring timely and effective resolution.
  • Troubleshoot IT-related issues and
    escalate complex cases to the appropriate technical teams.
  • Maintain accurate records of customer
    interactions, issues, and resolutions in the CRM system.
  • Assist customers with onboarding,
    product usage, and troubleshooting common IT concerns.
  • Work closely with internal teams to
    improve service delivery and enhance the customer experience.
  • Identify common pain points and suggest
    process improvements based on customer feedback.
  • Stay updated on company IT products,
    services, and industry best practices to provide knowledgeable support.

Reporting
& Analytics

  • Maintain
    detailed records of customer interactions, feedback, and resolutions.

·
Update
daily status reports and shift handover reports.

·
Monitor
Customer Care emails and announcements to entities

  • Monitor Network issues and send out reports
    to management

Process
Improvement & Quality Assurance

  • Tracking customer complaints or issues
    that may indicate inefficiencies or gaps in the service process.
  • Work closely with other teams to
    minimize delays or miscommunications that would result in faster and
    more effective resolutions for customers.
  • Provide feedback to improve the quality
    of customer interactions, whether for your own performance or your
    team's.
  • Maintain consistency and accuracy
    across all customer interactions, helping to avoid confusion or
    misinformation.
  • Participate on team projects and
    development tasks

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