Customer Service Representative | Pasay
Harte Hanks
- Pasay, PhilippinesPasay, Metro Manila, PhilippinesPasayMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
The Customer Service Representative 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. Other tasks are as follows:
- Offer operational assistance to consumers (Electronic/Medical Products).
- Answer all incoming calls and perform 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.
- Do 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.
- Open and close 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.
- Tier 1 takes the call, logs the appropriate information and attempts to resolve the call.
Minimum Qualifications
- At least completed 2 years in College/K-12, or any equivalent Tech-Voc course.
- Above average communication skills.
- Working knowledge of computers, basic applications, and Windows operating systems.
- With Sales experience (for upsell agent only).
- Demonstrates awareness of consumer electronics and technology.
- Interpersonal skills.
- Problem-solving skills.
- Customer focused.
- Quality focused.
- Shows ownership.
- Multitasking ability.
- Amenable to work on shifting schedules and graveyard shifts.
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Completed vocational course
- Recruiter response to application
- Always
- Office Address
- Pasay, Metro Manila, Philippines