Customer Service Representative (CSR)
Harte Hanks
- Taguig, PhilippinesMarket Market Mall, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- ContractualCONTRACTOR
Job Description
- At least a High School graduate
- Above average communication skills
- Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for upsell agent only)
- Demonstrates awareness of consumer electronics and technology
- Customer Focus
- Interpersonal Skills
- Problem Solving Skills
- Quality Focus
- Ownership
- Multitasking ability
- Amenable to work on shifting schedule and graveyard shift
- Amenable to work in Taguig and Pasay
Minimum Qualifications
Provides top-quality customer service and technical assistance to all customers. Interacts with a team of Tier 1 and Tier 2 agents, and supports the Team Captain in all initiatives aimed at driving team / individual performance and attaining team goals. As part of this team, you will handle customer service/product support calls/emails. You will be responsible to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction. A combination of being a good listener, articulate, patient, and possessing the ability to explain a wide range of policies and concepts to customers while maintaining a pleasant disposition makes an ideal agent. In addition the agent will be expected to respond to email inquiries and retain customers for such services.
- Offer operational assistance to consumers (Electronic/Medical Products)
- Responsible for answering all incoming calls and initial troubleshooting on all products: product training will be provided to cover simple troubleshooting and policies in all product categories
- Refer authorized service centers, dealers and parts distributors
- Provide product information and troubleshoot problems
- Provide missing job orders or accessories
- Extend manufacturer's warranty issue documents (Proof Of Purchase / Warranty Extensions)
- Act as liaison between customer and authorized service center, distributor or Regional Service Engineer
- Product exchanges under certain circumstances
- Will have the resources (access and use of knowledge base) and expertise to respond to queries in all product areas in depth
- Responsible for opening and closing SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible
- Accurately document problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolve the issue
- Resolve or escalate end user problems: Tier 1 takes the call, logs the appropriate information and attempts to resolve the call - If Tier 1 is unable to resolve a problem a complete SAP Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Graduated from high school
- Recruiter response to application
- Always
- Office Address
- Market Market Mall, Taguig, Metro Manila, Philippines