Be the Voice of Support at Sutherland!
You are joining Sutherland as a Customer Service Associate for our Telco account in Tarlac, and you'll be handling assistance with billing inquiries, setting up payment arrangements, troubleshooting device, network, and coverage issues, managing account suspensions or restorations, and guiding equipment upgrades.
If you're passionate about delivering outstanding customer support and enhancing the mobile experience, apply now to be part of our dedicated team!
KEY RESPONSIBILITIES:
Responsible for handling calls and providing customer support
Identify and relate with various customer needs and scenarios
Conduct issue identification and problem-solving meeting customer needs and satisfaction
Provide customers with cutting-edge service in a friendly, confident and knowledgeable manner
Remain updated in client and internal processes, technology applications, utilities, and products
Utilize various internal and client based tools and applications for customer management and servicing
Conduct data entry, documentation, and case management
Work and partner with others within a team-based environment
Achieve and maintain required metrics and goals
Adhere to company policies and procedures as described on the HR Handbook
MINIMUM QUALIFICATIONS:
Finished at least 2 years in college (or High School Graduate + relevant work experience)
Excellent English written and verbal communication skills
Working knowledge on computers, the Internet and the wireless network industry
Good customer service, multi-tasking and problem-solving skills
Ability to work on shifting (graveyard) schedules and weekends
Willingness to grow more within the company by performing other duties/projects that may be assigned
Willing to work onsite in TARLAC
WHAT WE OFFER:
Competitive compensation package
Paid training
Day 1 HMO
Life insurance
Paid time-off
Sick leave conversion
Enrich program (Educational support for employees)
Annual performance-based merit increase
Employee recognition
Professional development
Employee Referral Program
All mandatory statutory benefits
Equal employment opportunity
Career advancement opportunities