Agent Client Support
West Corporation
Makati City, Philippines, Philippines
3d ago

Responsible for :

  • Maintaining client relationships by facilitating a smooth transition from sales to customer service while ensuring adherence to department policies and procedures
  • Act as a single point of contact for clients on all non-sales / pricing activities
  • Establish an excellent working relationship with assigned client(s), continuously striving to improve the level of overall service provided
  • Participate in the activities related to problem resolution
  • Establish and maintain a professional relationship with team members and department contacts
  • Major Job Accountabilities

    Customer Support Function -

  • Assist Sales Representatives by continuously improving the level of overall service provided
  • Respond to customer concerns / issues with sense of urgency
  • Effectively handling client inquiries regarding their account and our products
  • Assist clients on all non-sales / pricing activities and all impacting issues which includes maintaining successful relationships and exploring opportunities for revenue growth
  • Communicate and document client’s special needs and specifications to appropriate internal departments ensuring specifications are accurately upheld and fulfilled in timely manner
  • Coordinate client notifications (e.g., outages, planned maintenance, emergency maintenance, product upgrades or changes or new product launches) with the appropriate teams
  • Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
  • Contact clients to inquire about the success of the call and log any trouble tickets
  • Escalate to Sales Representatives and / or Supervisor any situation outside the employee's control that could adversely impact the service provided to the client
  • Assist the marketing team to send email notifications and sales campaigns
  • Research and update customer contact details in appropriate database system ensuring accuracy of information
  • Qualifications

    KNOWLEDGE, SKILLS, AND ABILITIES

    Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job :

    Knowledge

  • Departmental policies and procedures
  • Intermediate knowledge of conferencing operations principles and practices
  • Principles and practices of high-end customer service
  • Skills and Abilities

  • Excellent organizational skills
  • Excellent time management skills
  • Problem resolution skills with the ability to identify alternative solutions
  • Deal tactfully and courteously with clients
  • Ability to interact with all levels within an operation
  • Excellent verbal and written communication skills
  • Manage multiple, concurrent tasks
  • Work independently in absence of immediate supervisor
  • Maintain appropriate documentation and records
  • Effectively represent company values and goals
  • Ability to adapt to frequent changes in procedures
  • Ability to work in a fast paced, high volume environment
  • Ability to develop and maintain strong relationships and teamwork with co-workers
  • MINIMUM QUALIFICATIONS

    Applicants for this job will be expected to meet the following minimum qualifications :

    Education

  • High School Diploma or GED required. Bachelor's Degree from an accredited college or university preferred
  • Experience

  • Minimum 3 years customer facing, client services, or account management experience required preferably in a business-to-business environment
  • Minimum 1 year experience supporting conferencing products is preferred
  • Call Center

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