Job Summary/ Overview
Each agent must answer customers' inquiries about the account's different types of products and services through various channels (voice, chat, webform, email, and social media). This person provides support to the customers and thoroughly documents each interaction.
Key Responsibilities and Accountabilities
The agent must provide excellent support service to every single contact, following the account's processes and policies, and professionally accomplishing the LOB metrics. Also, the agent must be able to provide prompt answers, solve problems, and have communication etiquette.
Customer Assistance:
Handling incoming calls, webforms, emails, chats, or social media inquiries from customers
Providing prompt and courteous responses to customer inquiries and issues
Assisting customers with product or service-related questions, troubleshooting, and problem resolution
Making outbound calls to customers when circumstances dictate
Basic Troubleshooting:
Performing initial diagnosis and troubleshooting of customer issues
Following standard procedures to resolve simple problems
Escalating complex issues to Tier 2 support or supervisors when necessary
Information and Guidance:
Providing information about products, services, promotions, and policies
Guiding customers through account setup, billing inquiries, or order placement
Documentation and Data Entry:
Documenting customer interactions and details accurately in the ticket management application
Recording customer complaints, feedback, and resolutions
Customer Satisfaction:
Striving to meet or exceed customer expectations and service level agreements (SLAs)
Ensuring a positive customer experience during every interaction
Achieving first contact resolution when possible
Experience / Skills
Excellent Italian/English communication skills
Knowledge of Windows applications (Microsoft Word and Excel) or similar software applications; proficiency preferred
Proficient in critical thinking skills, listening skills and conflict resolution
Demonstrating accurate data entry at a minimum of 40 words per minute. The ability to listen and type simultaneously is critical
At least 1-year experience in a call center environment demonstrating professional phone skills is required
At least 1-year experience providing product technical support
Phone sales experience is preferred
Age
Applicant must be 18 years old or above
Education
High School diploma is required; some college education is preferred
Schedule
Must be flexible with schedule (24/7 operations) will support US, APAC, EMEA regions
***Must have a work visa***
Salary package: Php 70,000 - 80,000 package (basic + 5k Nontaxable allowance + 20k language premium)
