CLARK | Customer Service Representative | Premium IT Account (Voice) | April 30, 2024| 11611
Majorel
- Angeles City, Pampanga
- Permanent
- Full-time
- Handling the customer technical inquiries and driving the call to resolution by troubleshooting the problems. This includes hardware, software, networking and interactions with the host computer OS and applications
- Listen and respond to customers’ needs, concerns, requests and complaints
- Provide information about products and services
- Record details of customer contacts and actions taken by accurately log all interactions via program specific contact management systems
- Research answers or solutions as needed
- Creating and maintaining a positive and professional relationship to the customer
- Refer customers to supervisors, managers, or others in case of escalation
- High School Diploma or equivalent required.
- Extended computer user skills including strong keyboarding skills
- Basic IT knowledge (questions around iOS handling, Internet handling, commonly used IT products, etc.)
- Familiarity with iOS and/or macOS, or comparable technology, is preferred
- Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
- Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
- Obsesses over the customer experience and constantly strives to exceed their expectations
- Communicates clearly and effectively, both written and verbal (in required language)
- Effectively tailors communication and style to differing audiences and reads verbal and non-verbal cues
- Approaches problems flexibly and is able to adapt and modify approach without compromising outcome
- Thrives in a team environment: seeks and provides expertise, challengeS productively and help others succeed
- Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
- Stays curious and inquisitive in the pursuit of professional excellence.
- Effective time management strategy including ability to multi-task, prioritize, organize and balance workload.
- Professional and/or personal technical troubleshooting experience
- Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
- Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
- Confidently navigates through multiple systems and tools to research, comprehends and delivers solutions to customer in real time.
- Self-manages and works independently in a fast-paced and highly-demanding environment
- Embraces repetition of core job duties, yet eager to take on more responsibility when needed
- Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure
- Self-awareness to identify, address and manage navigating through challenges associated with the role
- Remains focused and poised despite criticism and setbacks
- Eager to receive feedback, embraces coaching and demonstrates changes as a result
- Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure.