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Non-Voice & Voice Account (Virtual Process) 1 Day Process

2 weeks ago

Cebu City, Central Visayas, Philippines A & S MANPOWER RESOURCES INC Full time

Customer Support Associate (Voice & Non-Voice)

Location: Cebu, Philippines

Employment Type: Full-time

The Customer Support Associate (Voice & Non-Voice) is responsible for providing high-quality customer service through multiple communication channels, including phone calls, chat, and email. The role involves addressing customer inquiries, resolving concerns, processing account-related requests, and ensuring a positive customer experience while maintaining accuracy, professionalism, and adherence to performance standards.

Key Responsibilities:

  • Handle customer inquiries through voice (inbound/outbound calls) and non-voice (chat and email) channels.
  • Provide accurate information regarding products, services, billing, account status, and company policies.
  • Troubleshoot and resolve customer concerns by following established procedures and using available tools.
  • Document interactions, resolutions, and relevant details in the system with high accuracy.
  • Manage multiple conversations through chat or email while maintaining quality and response-time standards.
  • Escalate complex or unresolved issues to appropriate support teams when necessary.
  • Meet or exceed performance metrics such as QA scores, AHT, response time, and customer satisfaction.
  • Uphold data privacy, confidentiality, and compliance with company and regulatory guidelines.
  • Deliver consistent, professional, and customer-focused service across all assigned channels.

Qualifications:

  • Senior High School graduate or higher.
  • Strong verbal and written communication skills in English.
  • Ability to handle phone calls professionally and write clear, well-structured messages.
  • Good problem-solving and customer service skills.
  • Fast and accurate typing ability for chat and email support.
  • Ability to work in a fast-paced environment and manage multiple tasks efficiently.