CLARK | Customer Service Representative IV Premium IT Account | (8376) (August 5,2022)

SM City Clark IT Center, Angeles City, PH-PAM, PHL
Majorel
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Position Summary :

The customer service representative (CSR) handles customer questions and resolves customer issues. The position is dealing with customer requests and complaints by following program specific guidelines.

The communication with the customer can take place through different contact channels (phone, email, chat etc.). The diagnosis and provision of a path of resolving inquiries related to all aspects of the appropriate program are main responsibilities of this position

Overall Responsibilities :

  • Listen and respond to customers’ needs, concerns, requests and complaints
  • Provide information about products and services
  • Record details of customer contacts and actions taken by accurately log all interactions via program specific contact management systems
  • Handling the customer technical inquiries and driving the call to resolution by troubleshooting the

problems. This includes hardware, software, networking and interactions with the host computer OS and applications

  • Research answers or solutions as needed
  • Creating and maintaining a positive and professional relationship to the customer
  • Refer customers to supervisors, managers, or others in case of escalation

Job Requirements :

  • High School Diploma or equivalent required.
  • Experience in customer service face-to-face or through other channels beneficial
  • Excellent skills in handling customer issues with empathy and communicate in a friendly tone
  • Ability to drive for solutions according to customer needs
  • Talent to listen to and understand the customer and to act accordingly
  • Very good verbal communicational skills
  • Ability to write and speak adequately in English
  • Ability to understand spoken and written English
  • Extended computer user skills including strong keyboarding skills
  • Basic IT knowledge (questions around PC handling, Internet handling, commonly used IT products, etc.)
  • Experience with client products, or computer based personal content management applications that are similar to client offerings
  • Initial experience with troubleshooting technical problems with personal computers and peripheral equipment
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