Representative 1, Technical Support
Emerson
Quezon City, National Capital Region, Philippines
7d ago

Description Provide basic pre to post-sales support to the end users and channel partners of Emerson Tool Company products (both current and discontinued) through phone, email and social media.

Responsibilities Product and Technical Knowledge

  • Demonstrates basic knowledge of techniques, skills, equipment, procedures and materials by answering inquiries accurately
  • Receives, responds to, and documents proper information into appropriate database(s), such as CRM Tool, for all customer inquiries or complaints
  • Keeps abreast of developments in related fields and integrates new subject matter into existing operations
  • Seeks out information needed to provide accurate information and if needed, forwards to the correct point-of-contacts (POCs) Customer Service
  • Communicates effectively in a clear and understandable manner using the English language
  • Responsible for providing excellent technical and customer service support by meeting or exceeding the expectations and requirements of both internal and external customers.
  • Effectively identifies and evaluates alternative solutions before making decisions in a timely manner. Escalate if necessary.
  • Researches and resolves customers’ complaints timely and effectively
  • Partners with customers to diagnose and troubleshoot technical problems involving basic mechanical and electrical systems.
  • Processes and authorizes returns
  • Understands the Company’s Warranty program and uses best judgment as well as set procedures in the administration of the program. Sales Initiatives
  • Processes order(s) received either via the telephone, fax, and / or email. Makes sure that security protocols are observed especially for credit card transactions
  • Assists customers in tracking shipments and determining status.
  • Uses best judgement in sending no charge orders. The company wants to maintain good customer relations without giving away excessive free parts or indiscriminate waiving of shipping costs.
  • Provides customers with information regarding products to educate, promote products or sell customers to help meet their needs.
  • Can suggest support literature, videos, and other marketing tools according to the Company’s established programs and marketing strategies.

  • Recognizes lead prospects as such and processes appropriately for further action to potentially enhance sales. Additional Functions
  • Provides individual and team reports
  • Performs other duties as may be assigned
  • shows the ability to schedule work and to understand relative priorities
  • completes special projects and reports assigned by POC and supervisors on time
  • demonstrates agility, flexibility and sound judgement in completing multiple tasks, quickly responds to changing demands of the support Requirements
  • Graduate of any 4-year degree course
  • customer service experience preferred but not required
  • Strong understanding of the English language and effective English communication skills, both in written and verbal form.
  • Must possess superior interpersonal skills : Friendly, empathetic, able to balance compassion with know-how and tackle challenging calls with grace.
  • Ability to clearly explain data interpretations and analysis
  • Ability to analyse problems, identify root causes and suggest viable solutions.
  • Ability to work efficiently; perform multi-tasking; and prioritize tasks. Complete projects in a timely manner.
  • Effective ability to handle stress, particularly with high-volume workload, short-notice assignments and deadlines and reliance on others to meet objectives.
  • Solid work ethics in terms of sense of urgency, ownership of projects, attendance and tardiness record
  • Successful, proven experience using personal computers and Microsoft Office applications (Outlook, Excel, Word, Access, PowerPoint, etc.
  • Competent typing and data entry skills. Must be detail-oriented and precise.

  • Ability to lift about 40 pounds
  • Willing to work on night shift
  • Maintain flexibility to work overtime and holidays as part of a standard work schedule
  • Ability to sit for long periods of time during computer work and maintain consistent availability to others
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