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Customer Support Associate- 6 months exp. Onsite

DEMPSEYAYALA AVE. MAKATI, National Capital Region, PH

20 days ago

Job description

What You'll Get To Do :

Create a wonderful customer experience as you understand that making a customer happy is

crucially important to a business's success

Be creative, friendly, and solution-oriented with customers and colleagues

Look for ways to constantly improve processes

Contribute to making the best working environment for yourself and your co-workers by being

the best self

Understand the need to meet expectations, rise above them, and go that extra mile for

customers

Be honest, able to own up to your mistakes, and never break promises

Provide world-class customer support via chat, email, phone

Work with the client’s internal teams to provide the best possible resolutions to the customer

Use the available resources, like Knowledge Base and tools, to search for answers and craft

thorough responses to customer queries

A Day in the Life of a CS Agent

Start your day by logging into your systems and reading over all relevant updates

Daily huddle, to discuss new updates

Log into your shift according to your schedule :

○ Phone or Live chat shift

■ Be available for live contacts to come in

■ Help customers by understanding their queries and providing solutions

■ Searching the Knowledge base and FAQ for relevant information to provide

solutions

■ Communicate with Operations or KYC teams through the internal ticketing

system, if the case needs their input

■ Escalate tickets to the internal team, if needed

○ Email shift

■ Work through the email queue from the oldest emails to the newest

■ Help customers by understanding their queries and providing solutions

■ Searching the Knowledge base and FAQ for relevant information to provide

solutions

■ Communicate with Operations or KYC teams through the internal ticketing

system, if the case needs their input

■ Escalate tickets to the internal team, if needed

Attend any coaching sessions set up by your Team Lead or QA.

Attend any improvement training set up by the client

The ideal candidate will have...

Great level of understanding of English, capable of working with English tooling and

Knowledge Base

Ability to multi-task and take responsibility in challenging situations

Able to adjust to a fast-paced environment / constant changes

Problem-solving mindset with strong attention to detail

Ability to take ownership of contact to provide resolution to client

Ability to provide and receive feedback (it’s a two-way street)

Has a growth mindset with the desire to learn / keep learning

Basic Computer skills with a typing speed of 40 WPM, 100% accuracy

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Customer Support Associate • AYALA AVE. MAKATI, National Capital Region, PH