Harte Hanks
Harte Hanks

Customer Service Representative | Pasay  

Harte Hanks

 
  • Pasay, Philippines
    Pasay, Metro Manila, Philippines
    Pasay
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-04-06T16:00:00+00:00
Job closed.

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.

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
Industry
Business Process Outsourcing
Vacancy
100 openings
Website
http://www.hartehanks.com/

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About Harte Hanks

Brand engagement is all well and good, but unless it moves a customer to act, it’s worthless. To do this, to go beyond engagement, we can’t simply be a company of the best, brightest, smartest, most passionate and most creative. We hire people who get things done. Then we empower them. To act and to accomplish. To not just think, but execute our one goal, your one goal: To galvanize each aspect of your marketing effort in order to optimize every customer interaction at its single most critical point in time – the moment to click, subscribe, buy, respond or act.

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