Customer Support Specialist

4 hours ago

Cebu City, Central Visayas, Philippines OutForce Inc. Full time ₱250,000 - ₱450,000 per year

Position Overview:

The Business Support Officer provides high-quality, person-centred support to residents in a supported accommodation environment. This role promotes the physical, emotional, and social well-being of residents, assisting them to achieve independence, dignity, and inclusion within their community.

Duties and Responsibilities:

1. Technical Support

Issue Diagnosis: Identify and troubleshoot technical problems that customers are experiencing with products or services.

Solution Provision: Offer solutions to resolve technical issues, whether through step-by-step instructions, software fixes, or hardware replacements.

Documentation: Keep detailed records of issues and resolutions to aid in future troubleshooting and to improve support processes.

Follow-Up: Ensure that issues are fully resolved and check back with customers if needed to confirm satisfaction.

2. Billing Enquiries

Invoice Management: Address questions related to billing statements, charges, and payment history.

Corrections and Adjustments: Handle requests for adjustments, corrections, or refunds related to billing errors or discrepancies.

Payment Processing: Assist customers with processing payments, setting up payment plans, or resolving issues with payment methods.

Policy Explanation: Explain billing policies, fees, and charges clearly to customers, ensuring they understand their invoices and charges.

3. Chat Support

Response Efficiency: Provide timely and accurate responses to customer inquiries and issues, ensuring a smooth and efficient interaction.

Proactive Assistance: Offer proactive help based on customer behaviour or common issues identified in the chat.

Documentation: Keep accurate records of chat interactions, including customer queries, issues addressed, and resolutions provided.

Tool Utilization: Use chat support tools effectively, including canned responses, knowledge bases, and customer history.

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