Customer Support Specialist
- Iloilo City, Iloilo
- Permanent
- Full-time
- Data validation via phone, spreadsheet or website.
- Provide documentation for data and processes performed, convey/communicate information by statement or suggestion
- Directly impacts business through responsibility for quality services provided by self or others.
- Responsible for research, resolution and responding to questions and problems via emails, and callbacks/inbound and outbound calls in accordance with service level requirements, while providing an excellent customer experience
- Adherence to the corporate policy regarding authentication, data security and record retention
- Navigate multiple systems and internal tools for research and documentation
- Research any client issues and escalate to Supervisor if a larger issue is identified
- Instill confidence in customers through problem-solving skills and stronger customer service delivery
- Keep records of customer interactions and transactions, recording and details or inquiries, complaints, and comments as well as actions taken for reporting purposes
- Bachelor’s Degree preferred but not required.
- At least 1 year experience with BPO/Shared Services.
- Healthcare background preferred.
- 10-key proficiency.
- Siebel experience preferred.
- Proficient computer skills with multi-tasking very important; specifically, research and document customer inquiries.
- Utilize PC Daily; Microsoft Office Suite and Adobe Acrobat.
- Excellent English written and verbal communication skills.
- Attention to detail is a must; ability to perform repetitive actions daily without affecting attention to detail, ability to make judgment calls based on pre-set criteria and experience.
- Work environment is such that deadlines may fluctuate in accordance with task urgency or constraints.
- Must be extremely adaptable and be able to stay focused.
- Must be able to adapt to intense workloads, schedules and rapidly changing situations with a sense of urgency.
- Must be flexible to transition from mid-shift to night-shift schedule based on business needs.
- 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 designated number of days.