Customer Service Representative | Pasay  

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.

• 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.