Customer Support Specialist
SLMP Digital Services Corporation
- Pasig, PhilippinesDoña Julia Vargas Ave, San Antonio, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Penuh waktuFULL_TIME
Berakhir 3 years ago
2021-10-31T16:00:00+00:00Deskripsi Pekerjaan
The Customer Service Specialist is generally responsible for providing assistance directly to Surefire Local internal and external customers. This position responds to any customer concern coming in through email, chat, and phone channels. This position mainly uses Teamwork Desk and Intercom to filter all inbound customer concerns and assures resolution within the stipulated service-level agreement (SLA). The Customer Service Specialist directly reports to the Account Management & Customer Support Division Head.
- Ensures customer happiness and satisfaction by providing accurate responses to concerns.
- Checks dashboard for any unattended tickets and chat messages.
- Tracks customer satisfaction trend on a weekly basis.
- Directs customer interaction.
- Acknowledges concerns within 24 hours.
- Resolves concerns within the acceptable time frame.
- Ensures all tickets and chat messages from both internal and external customers are attended and provided updates on time.
- Ensures resolution is provided to the customer within the acceptable time frame.
- Escalates complex tickets to Tier 2 as soon as possible.
- Closes ticket in Teamwork Desk and/ or conversations in Intercom when a resolution is accepted.
Kualifikasi Minimum
- Has a Bachelor's Degree in Journalism, English Literature, or any communications-related degree
- With at least 2 years experience in customer service, customer support, and/or project management.
- Experienced in using at least 1 ticketing tool or any related client-facing tool.
- Technically inclined in using Google spreadsheet and/or MS Excel.
- Computer proficient and system oriented.
- Must be highly proficient in spoken and written English.
- Has strong mathematical, analytical, and organizational skills.
- Is self-motivated to work with minimal supervision.
- Above-average skills in the following:
- Project Management (projection, tracking, reporting)
- Communication and Coordination
- Google Sheets, MS Excel & Project Management tools
- Willing to work in Night Shift, 9:00pm to 6:00am.
Fasilitas dan Tunjangan
Special Leave Benefits for Women
Single Parent Leave
Medical / Health Insurance
Paid Sick Leave
Performance Bonus
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Ringkasan Perkerjaan
- Tingkat Posisi
- Supervisor / Asisten Manager
- Spesialisasi
- Customer Service
- Persyaratan tingkat pendidikan
- Lulus program Sarjana (S1)
- Respon rekruter ke lamaran
- Sometimes
- Alamat Kantor
- One Corporate Center, Doña Julia Vargas Ave, 1605 Pasig, Philippines
- Industri
- Graphic Design / Web Design
- Lowongan
- 1 lowongan dibuka
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Tentang SLMP Digital Services Corporation
SLMP Digital Services Corporation is The Local Marketing Cloud. We provide businesses (from family-owned SMBs to multi-location national brands) everything they need to reach their target market. Through our platform, our clients get the tools, services, and consulting they need to succeed online. We are part of the Inc. 5000, America's fastest growing private companies. Our Philippines office is located at 11/F One Corporate Center, Julia Vargas Ave., Ortigas Center, Pasig City.
SLMP has come a long way since its inception, but the cornerstones upon which our company were founded have remained unchanged. We still believe that we are only as good as the people we hire and develop, which is why we are determined to extend our hands to any deserving individual who can help us grow our company.
Our client base is quickly expanding and diversifying and our company evolves right along with it. We forecast further growth as we are always on the lookout for promising young individuals that want to help us reach new heights. This means plenty of career growth opportunities thanks to our company's willingness to nurture and invest in its people.
We also stress the importance of good work ethics – and we embody this with every project we undertake. Our team features digital marketers and entrepreneurs whose accomplishments and talents have flourished with us. And we promote an engaging, open environment because we know that is how the magic happens.