Customer Support Specialist
- Iloilo City, Iloilo
- Permanent
- Full-time
- Validate and verify data via phone, spreadsheets, or web platforms.
- Research and resolve customer inquiries through email, inbound/outbound calls, and callbacks, ensuring timely and accurate responses.
- Document all customer interactions, including inquiries, complaints, and resolutions, for reporting and quality assurance.
- Provide clear and accurate information about products and services, identifying upselling opportunities where appropriate.
- Escalate complex issues to the Supervisor when necessary and contribute to identifying broader trends or recurring issues.
- Ensure compliance with corporate policies on data security, authentication, and record retention.
- Navigate and utilize multiple internal systems and tools for research and documentation.
- Support continuous improvement by recommending enhancements to processes and customer support strategies.
- Bachelor’s degree holder or at least completed 2 years in college with no back subjects.
- Minimum of 1 year experience in a BPO or Shared Services environment.
- Background in healthcare or healthcare auditing is a plus.
- Proficient in Microsoft Office Suite, Adobe Acrobat, and CRM tools (e.g., Siebel).
- Strong English communication skills, both written and verbal.
- High attention to detail and ability to perform repetitive tasks with accuracy.
- Demonstrated ability to work under pressure and adapt to shifting priorities and workloads.
- Must be flexible to attend onsite training and work varying shifts as needed.
- Must be in current role for 1 year
- Must not have received any Disciplinary Action within the past 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
- Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
- Must have a Successful or above rating in the last Enabling Performance cycle
- Must be willing to attend onsite training for a month