Customer Care Specialist
transcosmos
Metro Manila, Taguig
22d ago

Description

We are looking for some new adventure-rescuers to join our growing Customer Service team! Are you excited by the chance to use your skills to solve problems and make an impact in your day-

to-day work? Can you use your sharp social skills to give our customers a friendly, personal and positive experience every time?

If so, you could be the hero we’re looking for!

Position Title : Customer Care Specialist

Location : Manila, Philippines

Working hours : 40 hours / week

Service Hours : 10 pm 7 am PHT or 11 pm 8 am PHT depending on EST / EDT.

Summary of Role

To provide first line customer care services to end customers, assisting them with product queries via phone, chat or email in English.

The Customer Care Specialist is responsible for the day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in Company's agreements with customers, in the languages described in this document.

In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information and technologies.

Summary of Responsibilities

  • Maintain a quality business relationship with all customers
  • Provide high level professional Customer Care services in an efficient manner
  • Make effective use of procedural, informational, and technical documentation
  • To provide 1st line customer care service; answering support queries via phone, chat and email
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • To log all calls on the call logging system.
  • Respond to enquiries from clients and help resolve and application hardware or software problems.
  • Continuously monitor incoming customer contacts including those made by any of the media available to the Company's customers
  • Continuously monitor outstanding calls and ensure that provision is made in case of your absence
  • To allocate more complex calls to the relevant support team member.
  • Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Company and Company's customers
  • Identify any service related issues and escalate to the Team Leader
  • Excellent interpersonal and communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
  • Highly customer focused with a good understanding and working knowledge of product support
  • Ability to build rapport with each customer.
  • Strong understanding of automobile industry.
  • Good understanding of US culture
  • Enthusiastic
  • 2-year previous Helpdesk / Customer Servicer experience, preferably within application or product support field
  • Experience of using call logging software.
  • Good personal organizational skills
  • Good attention to detail
  • Ability to build effective working relationships at all levels
  • Excellent problem-solving skills
  • Ability to apply creativity to resolving
  • Daily Responsibilities

  • To provide 1st line customer care service; answering support queries via phone, chat and email
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • To log all calls on the call logging system.
  • Respond to enquiries from clients and help resolve and application hardware or software problems.
  • Continuously monitor incoming customer contacts including those made by any of the media available to the Company's customers
  • Continuously monitor outstanding calls and ensure that provision is made in case of your absence
  • To allocate more complex calls to the relevant support team member.
  • Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Company and Company's customers
  • Identify any service related issues and escalate to the Team Leader
  • Requirements

    The ultimate Customer Service checklist

  • Excellent interpersonal and communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
  • Highly customer focused with a good understanding and working knowledge of product support
  • Ability to build rapport with each customer.
  • Strong understanding of automobile industry.
  • Good understanding of US culture
  • Enthusiastic
  • 2-year previous Helpdesk / Customer Servicer experience, preferably within application or product support field
  • Experience of using call logging software.
  • Good personal organizational skills
  • Good attention to detail
  • Ability to build effective working relationships at all levels
  • Excellent problem-solving skills
  • Ability to apply creativity to resolving
  • So are you ready?

    If you like what you see then click the link below to apply!

    Benefits

    As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

    We also reward of our staff with great benefits including :

  • Competitive compensation packages
  • HMO / Medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential
  • And much much more!
  • Apply
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