Web Consultant | Customer Service Representative

August 99, Inc

  • Pasig, Philippines
    Ortigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
    Philippines
    TELECOMMUTE
  • Full time
Posted a month ago and deadline of application is on 14 Aug
Recruiter was hiring 5 minutes ago

Web Consultant | Customer Service Representative

August 99, Inc

Job Description

Agent Image’s Web Consultant is primarily responsible for providing support to any Agent Image clients and/or potential clients through various channels such as a phone call, email and/or slack.

A Web Consultant should be able to handle customer inquiries and requests in a timely manner, identify the problems and offering solutions and recommendations that will improve clients’ website. At the same time each Web Consultant should be able to establish and maintain good rapport with every client that will make their experience better and satisfy them which will eventually be a possible lead in promoting the company’s products and services.

Additionally, a Web Consultant must possess great interpersonal communication skills to better convey client requests to Agent Image’s production team.

Responsibilities

  • Constantly answer phone calls to support Agent Image clients and provide quality customer service and web consultations.
  • Properly document customer’s request and issue related to any company product and services through different channels such as a phone call, email, and chat.
  • Can identify issues, needs, and requirements of customers and record it via case on company’s internal management system and handle it in a timely manner.
  • Ability to utilize any internal and external resources to provide resolution and/or suggestions to enhance the client’s website.
  • Setting the client's expectations for a turnaround time of services provided.
  • Report or escalate issues to the production team and efficiently follow up on tasks to meet deadlines ensuring completion of due dates and cases.
  • Establishes and maintains rapport with existing and potential clients to effectively promote product solutions based on client needs and budget.
  • Must be well-organized, self-directed and able to multitask, understanding the importance of detailed professional-quality work.
  • Meet the team metrics set by the Web Consultant Team Lead.
  • Can adapt to sudden changes implemented by management.
  • Share any information on how to handle unfamiliar or difficult customer concerns for the team’s efficient performance.
  • Customer service is driven.
  • Understands and follows company processes and policies.
  • Must pass and complete Nesting period (2 weeks).
  • Must pass Web Consultant nesting exam.
  • Would need to meet the average number of opened cases base on the total opened cases of the team.
  • Open cases must be 80% closed per month, consecutive of 6 months.
  • Must have no more than 2 non-contacts per day every month consecutively for 6 months.
  • Would need to be trained and pass the IDX Basic Troubleshooting.
  • Must pass the FEWD HTML/CSS exam and certification.
  • Need to get at least 10 5 star dynamic reviews in a month.

Minimum Qualifications

Requirements

  • Background in customer support with at least 1 year experience servicing customers in the U.S. / North America
  • Excellent written and oral communication skills with at least a neutral North American accent, including the ability to explain and present technical information
  • Ability to handle multiple tasks simultaneously, prioritize workload efficiently and meet strict deadlines
  • Great analytical and innovative problem-solving skills
  • Can work on shifting schedules and/or over time.
  • Salesforce experience is a plus
  • Experience with website content management and any internet related products, such as web hosting, email hosting, email configuration and DNS host management is a strong plus.
  • Familiar with Real Estate terminologies and general information is a plus.

Key Competencies

  • Good Communication Skills
  • Proactive
  • Team Player
  • Resourceful
  • Detail Oriented
  • Adaptive
  • Good comprehension and analytical skills
  • Can work with minimal supervision
  • Customer service driven.

Perks and Benefits

  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Medical / Health Insurance Medical / Health Insurance
  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Single Parent Leave Single Parent Leave
  • Special Leave Benefits for Women Special Leave Benefits for Women
  • Work from Home Work from Home

Jobs Summary

Job level
Entry Level / Junior, Apprentice
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Always 
Office Address
Ortigas Center, Pasig, Metro Manila, Philippines
Vacancy
1 opening
Website
https://www.august99.com

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About August 99, Inc

August99 is a company of startups with 20 years experience and expertise in the world of tech and digital. We help other businesses succeed through the use of cutting-edge technology and innovative strategy. We also offer a suite of web-based digital products for clients world-wide: full web design, internet marketing, content creation, and app development. Going beyond startups, we also believe in empowering individuals to excel in their chosen careers. August99 fosters an exciting collaborative working environment that encourages our employees to go beyond their job descriptions and achieve more. It’s all a part of our core values: daring you to do something worthy, finding your awesome, and earning your beef! Benefits: Medical and Miscellaneous Allowance, Dental , Sports and Wellness Program, Work from Home, Life Insurance and Paid Special Non-working Days
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