Customer Support Representative
RESPONSIBILITIES
- Responds to existing customer inquiries via phone, chat, and email.
- Make outbound support calls to our existing clients
- Develop relationships with existing clients and gather the correct information regarding their account
- Ensure optimal product usage through account monitoring, client interactions, and ongoing training
- Provide an unrivaled level of technical support
- Uncover client needs and goals with good questioning practices and listening skills
- Gain an understanding of the clients’ renewal and decision-making process
- Onboard/ train new clients in using the software
- Monitor service tickets and ensure timely closure of all assigned tickets.
- Collaborate and facilitate communication with Sales and Product Development teams to resolve issues.
- Assist the Quality Assurance team with product testing and validation during deploys and migrations.
- Document and advocate for feature and product enhancement requests from customers
REQUIREMENTS
- Fresh grads may apply
- Highly-motivated and goal-oriented
- Organized, with keen attention to detail
- Strong written and verbal communication skills both English and Tagalog. Must be able to effectively communicate over the phone, via email/web, and in person.
- Works well with minimal supervision. You take charge and can operate autonomously
- Authentically curious, you love learning and improving yourself
- Exceptional prioritization skills
- Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork, and creative energy to achieve success.
- Problem Solving/Critical Thinking – Have a good framework is key but the ability to recognize the uniqueness of each situation and think outside the box is essential to success.
- Patience/Composure/Consistency – We love our clients! Even the difficult ones. Sometimes you need a thick skin to win them over and make them love you back.
- Communication/Listening – Using sound communications and active listening skills to ensure you are getting your message across and/or understanding other people’s messages is crucial.
