Corporate Support Specialist
Newfold Digital Inc.
Cebu, Philippines
6d ago

Customer Support Specialist

1) Provides excellent service and support to our customers through phone and

email

2) Deals with all forms of inquiries politely and professionally, always keeping our

company’s reputation front of mind

3) Responds to phone calls and emails accurately and professionally, and calls the

customer back if necessary to ensure resolution in a timely manner

4) Comprehends customers’ needs and concerns, and offers the best possible

solution

5) Gathers information and determines the issue by evaluating and analyzing the

symptoms

6) Diagnoses and solves technical issues involving email clients, website, DNS and

more

7) Educates customers on inquiries and other product information

8) Manages difficult customer situations in a cool, calm, composed, and

professional manner

9) Escalates valid issues to the appropriate channels with urgency, keeps self in a

calm and composed state

10)Keeps records of customers’ interactions, transactions, comments, and

complaints

11) Meets the required Key Performance Metrics set for the group

12) Adheres to the QA policies at hand, ensures high quality service is provided to the

customers

13) Develops customer relationship by providing the Best in World service

14) Works collaboratively and closely with Team Leaders, Support Managers, and

training staff

15) Communicates and coordinates effectively with other team members and other

internal departments

16)Assists in providing customer support through chat when the need arises

1) Renders work hours with flexibility when required

2) Dresses appropriately and always presents a good image for the company

3) Conducts business in alignment with the company’s core values

4) Complies with the different policies set by the company

5) Ensures that our company conducts business in an ethical manner at all times

without putting anyone in a position of risk

6) Performs other duties and responsibilities that may be assigned by Management

from time to time

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities.

This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform.

The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.

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