E&G Customer Support Specialist

Quezon City, Metro Manila
Permanent
Full-time

8 days ago

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!E&G CUSTOMER SUPPORT SPECIALIST
As our new Customer Support Specialist, you will be joining a new team that aims to provide outstanding customer experiences to our SMB customers through ownership and accurate resolution of their enquiries via phone, electronic case and live chat.
Key to your success will be your ability to build relationships with various Vocus teams, adhere to processes with a big picture in mind, flex your problem-solving skills and be adaptable.
Main Task:

Respond to incoming calls, chats and electronic cases from customers in accordance with defined KPI’s

Raise Opportunities and Quote on Salesforce

Manage change requests utilizing our third-party platform

Investigate, coordinate, and resolve customer enquiries and complaints liaising with internal stakeholders where required

Maintain regular contact with the customer throughout the life cycle of their enquiry

Create and uphold positive relationships with both internal and external customers

Identify opportunities for improvement and feed back into the business

Update and maintain customer records using our CRM, Salesforce

Customer and departmental reporting including invoices copies / queries

Ascertain customer needs through effective questioning and active listening skills

Provide an exceptional customer experience in every interaction

Other administrative/ad hoc duties as required by management
Key Responsibilities:

Ensure high level of efficiency and accuracy

Ensure all customers both internal and external have a positive experience

Provide clear and accurate information to all parties whilst maintaining the highest standard of customer service

Meet all required KPI’s

Identify customer needs to deliver quality solutions

Manage both an individual workload and tasks allocated to the team

Write and respond to cases in an appropriate and professional manner

Meet Ad Hoc tasks in the required timeframe

Consistent follow-up with the Account Managers for all pending cases to achieve the best outcome for both the business and customer
Key Requirements:

At least 2 years solid Telco background and/or B2B Sales experience

Service superstar with a proactive, positive and ‘above and beyond’ attitude

A true passion, drive, and energy for delivering customer service excellence both internally and externally

A strong sense of ownership and accountability

Excellent communication, interpersonal and negotiating skills

Ability to manage competing priorities and follow through on commitments

Ability to work both autonomously and within the group and Onshore team

Outside of the box thinker, get creative!

Solid negotiation and conflict management skills

A high degree of organizational, analytical, and decision-making skills

Excellent administrative skills with high attention to detail

Team and customer focused

Intermediate computer skills

Proficient in MSO and/or Google Suite applicationsJoin the A-Team and experience the A-Life!

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