The Service Assurance role will be responsible in consistently delivering high quality and seamless service to customers through first call resolutions and ticket resolution within agreed SLA’s.
Utilizing the tools available to manage customer contact and service customer account requirements.
Ticket management and services troubleshooting for escalated consumer service faults.
Ensuring incidents and requests are reported, logged, and resolved in line with SLA's
Responding to internal and external fault ticket updates and liaising with end user and carrier to resolve faults
Troubleshooting access technologies such as ADSL2, FTTx , fixed wireless and other technologies that the business may provide access to customers
Resolve, or assist in the resolution of customer issues, through effective questioning, and conflict management, and using the correct the client’s system, assurance policies and procedures
Ensure a high level of Client service and satisfaction is achieved through the technical support trouble shooting process, end to end
Troubleshoot, document, and refine internal processes, including creating and / or maintaining articles for the Knowledge Base.
To provide exceptional customer service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution.
Act as escalation support for the frontline Customer Service Representatives for all customer escalated enquiries or complaints.
Support the team in the identification of and action on potential selling opportunities to generate revenue, whilst providing suitable solutions to customers’ requirements.
At least two (2) years of experience in technical support
Preferrable with Telco account experience
Gamer / gaming account experience is good to have
Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
Self-starter and has keen attention to details
Excellent persuasion and oral communication skills and Demonstrate commitment in upholding core values and behavioral standards
Excellent customer service, problem solving and analytical skills
Ability to be flexible, adaptable and work in fast-paced environment
Strong command of the English language, both oral and written
This is for a morning shift schedule.
This is a permanent work from home setup.
Since 2012, Diversify has created a culture where its people come first. With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.
You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.
Dress Code Smart Casual Working Hours 7am - 4pm Spoken Language Filipino & English Benefits Medical, Dental, Misc Allowance Company Size 1,000-1,500 Employees Average Processing Time 2 weeks
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