Customer Service Associate

Responsible for providing telephone and email support to customers both locally and overseas. The Customer Service Associates rotate in shifts to ensure 24/7 support coverage. They must be committed to meeting or exceeding customer expectations by understanding customer needs and providing both short-term and long-term solutions to address them. The CSA’s are expected to provide solutions in the shortest time possible without compromising the quality of service provided.

Qualifications

• Graduate of any 4-year course from a reputable College or University
• Possess a high sense of customer satisfaction
• 1-year experience supporting end-users. Experienced doing IT CSR/Help Desk support a plus.
• Must possess excellent oral and written English and Filipino communications skills.
• Must be willing to work on a 24x7 shifting schedule
• Good problem solving and decision-making skills. Able to work with minimum supervision
• Highly organized; able to keep schedules and commitments
• Has a strong sense of urgency and consistently shows the ability to resolve operations and service issues within a short time span
• Display ownership of responsibilities, concerned with ensuring both short- and long-term solutions are in place for assigned operation processes
• Has a keen eye for detail
• Should have a pleasing disposition
• Should be familiar working with Web, Mobile applications and Microsoft Office applications (Word, Excel and Outlook Email)
  
  

• Respond to inquiries, complaints, and requests from external and internal customers via phone, email, or chat
• Provide customers with product and service information
• Monitor order requests to ensure fulfillment by communicating with designated partners and department
• Identify, troubleshoot and resolve customer issues using the computer system like account/product webtool and other online services
• Follow-up on customer inquiries not immediately resolved
• Complete call logs and other related reports from customers and products
• Recommend process improvements