Customer Experience Support

2 weeks ago

Pasig, National Capital Region, Philippines Orchid Cybertech Services, Inc. Full time ₱40,000 - ₱60,000 per year

Role Purpose & Environment

Customer Experience Support is largely responsible for ensuring that customer have a great and positive experience with their products or services.

As a Customer Experience Support, your primary focus is to assist customers with their concerns end to end, ultimately leading to satisfaction and confidence in the company.

Responsibilities

Here are some key aspects of the role:


• Provide first level contact via call and/or email.


• Provide high-quality technical support and assist customers with regards to their order, account, and billing inquiries.


• Ensure all activity and related information is accurately recorded, including updating tickets with notes in all instances.


• Provide timely updates to the customer regarding the status of their queries and/or issues.


• Lodge support tickets and assign to responsible support groups.


• Follow agreed operational process and procedures.


• Engage internal and external parties to drive issues through resolution.


• Properly escalate unresolved queries to the next level of support.

Requirements


• Must possess at least units for Bachelor's/College Degree preferably an IT/Computer related course.


• Experience gained from Telecommunication or Information Technology industry supporting networking services and products.


• Understands the concept of network (LAN, WAN) and VOIP (CISCO knowledge is preferred but not a necessity).


• Active interest in learning and maintaining technical skills and knowledge.


• Strong verbal and written English communication skills.


• Good interpersonal skills and able to work within the team.


• Emotional resilience, including the ability to work effectively and efficiently under pressure.


• Must be open to working graveyard shifts

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