Customer Support Specialist
Diversify
Taguig, Metro Manila, PH
3d ago

Summary

A Customer Service Representative interacts with the Client’s drivers & users, acting as a liaison

between those drivers and users by providing information to address inquiries regarding products

and services. This representative will assist and help resolve user / driver issues & complaints,

updates, delivery discrepancies, errors, delays or cancellations, and other queries about products

and services.

In addition, a HYPERCARE Customer Service Representative, is responsible for all facets of the

delivery process, looking after the Client’s VIP grade Users customer service. This includes and is not

  • limited to;
  • Dispatch - Before the delivery is assigned to a driver. The team member will be responsible for

    matching the deliveries to available drivers within the area. Whether for jobs that are ready now for

    pick up or future jobs that will be available later on in the day.

    Tracking - After the delivery is assigned to a driver and is in transit. The team member will be

    responsible for reaching out to the driver for timely collection and delivery of the order as stated on

    the delivery details.

    Channel Support - Both before and after assignment. The team member will need to be ready to

    reach out or liaise with both driver and client for timely updates relating to the delivery. This will

    mean call outs, SMS and email as the main medium of communication.

    Resolution Specialist - The team member will be the main point of contact for any complaints or

    issue that would arise during the span of an order of a Hypercare client. And ensure a timely solution

    to the matter. They are to also report persistent problems to their colleague, manager or escalate

    up the hierarchy depending on the severity of the situation.

    Responsibilities

  • Responsible for handling all telephone, e-mail or live chat enquiries
  • Communicating updates and status to the wider team using the appropriate channels
  • Completing relevant reports timely and accurately
  • Ensure compliance of all assigned goals / SLA’s, including talk / chat and assigned tickets
  • Dealing with all calls and enquiries politely, courteously, professionally and assertively
  • Matching user / business needs to Client’s products and services
  • Provide well-rounded, prompt, high-quality, and professional client service at all times
  • Any other task / duty as directed by client / management
  • Responsible for investigation of complaints, disputes and claims forwarded by the client, up
  • Qualifications

  • Min 2 years of work experience in the related field is required
  • Proficiency in using Microsoft Office applications
  • Contribute to a harmonious working environment and build good working relationships
  • while Adhering to policies and procedures

  • Demonstrate commitment in upholding core values and behavioural 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
  • Has high attention to detail, analytical, and excellent problem-solving skills
  • Has excellent written and verbal communication skills
  • Must be capable of taking responsibility and accountability, and must be robust in terms of direction, especially when the team is stressed
  • Must be able to fit in with the existing culture of the team
  • Candidates must be willing to work in BGC, Taguig.
  • Why Diversify?

    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.

    Position Overview

    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

    Experience Diversify : Your Future Simplified

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