**Job Title:** Online Customer Support Specialist
**Company:** PLDT
**Location:** Makati, NCR, Philippines
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
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**Job Description:**
PLDT is seeking an enthusiastic and adaptable Online Customer Support Specialist to join our vibrant team in Makati. This part-time position is ideal for individuals with a passion for helping others and a knack for solving problems creatively. Our ideal candidate will play a vital role in enhancing customer satisfaction by providing exceptional online support to our diverse clientele.
**Key Responsibilities:**
- **Customer Engagement:** Serve as the primary point of contact for customers via various online channels, including chat, email, and social media. Strive to build rapport and enhance the customer experience through timely and effective communication.
- **Problem Solving:** Address customer inquiries and issues with a focus on strategic planning and innovative solutions. Troubleshoot technical problems and provide guidance on PLDT products and services.
- **Documentation:** Maintain accurate and detailed records of customer interactions and transactions in our customer relationship management (CRM) system. Ensure that all documentation is up to date to track customer issues and resolutions.
- **Feedback Collection:** Collaborate with the product and service teams by gathering and communicating customer feedback, suggestions, and complaints. Utilize this information to help improve our offerings and identify potential areas for enhancement.
- **Training and Development:** Participate in ongoing training sessions to stay updated on product knowledge and support tools. Share insights and best practices with colleagues to foster a collaborative work environment.
- **Cultural Ambassador:** Uphold PLDT's commitment to diversity and inclusivity by ensuring that all customers feel valued and respected during every interaction.
- **Performance Metrics:** Meet or exceed established performance metrics, including response time, resolution time, and customer satisfaction scores. Adapt strategies as needed to enhance performance.
**Requirements:**
- **Experience:** A minimum of 4 years of experience in customer support, with a proven track record in online or remote support environments.
- **Education:** Bachelor's degree in a relevant field or equivalent work experience.
- **Technical Skills:** Proficient in using digital communication tools and customer support software, including CRM systems. Familiarity with basic troubleshooting techniques for telecom services is preferred.
- **Personality Traits:**
- Energetic: Approach challenges with enthusiasm and positivity.
- Adaptable: Demonstrate flexibility in navigating change and adjusting to new situations.
- **Soft Skills:**
- Creativity: Exhibit innovative thinking in problem-solving and developing customer engagement strategies.
- Strategic Planning: Ability to think critically and plan effectively to enhance the customer experience and operational efficiency.
**Benefits:**
- Travel opportunities to various PLDT locations for training and development.
- Free accommodation during work-related travel.
- Comprehensive life insurance coverage.
**Working Environment:**
PLDT is dedicated to fostering a culture of belonging that is diverse and inclusive. We encourage collaboration, respect, and open dialogue among all employees, creating an environment where everyone feels valued and empowered.
**Application Deadline:** October 7, 2024
**Equal Opportunity Statement:**
PLDT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified applicants to apply, regardless of race, gender, sexual orientation, disability, or other status.
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If you're a motivated individual seeking to make a difference in customer support, we invite you to apply for the Online Customer Support Specialist position. Join us in providing exceptional service to our customers while representing PLDT's values and commitment to excellence.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
