CCA3 - Customer Care Agent - 22.01

Magellan Solutions; Philippines; On-site; PHP 201,000 - 312,000; Full time

Job summary

Magellan Solutions is seeking a Customer Care Agent in the Philippines to handle first level support across phone, email, and chat. You will respond to orders, follow up on tickets, and assist customers with basic FAQs while coordinating with the in-house team as needed.

Ideal candidates have at least 1 year in customer service, strong verbal and written communication, and comfort with e-commerce inquiries. Weekend coverage and extended hours may be required.

Qualifications

• At least 1-year customer service experience.
• Good verbal and written communication skills.
• Experience with E-commerce customer support is an advantage.
• Can handle phone, email, and chat support.
• Can handle questions via website comment section.

Responsibilities

• Handle first level customer support and escalate to in-house team as needed.
• Follow up on orders and existing status tickets.
• Answer basic FAQs (pre-sales).
• Check stock/inventory of products.
• Process warranty claims and assist with phone orders.

Skills

Customer service

Verbal communication

Written communication

E-commerce support

Phone/email/chat support

Problem escalation

Job description

About the job CCA3 - Customer Care Agent - 22.01

BASIC FUNCTIONS:

• The agents will be trained to handle first level support and will be given the list of scenarios which are to be escalated to the in-house team whenever necessary. Some of the concerns that the customers raise would be the following:

• a. following up on orders (less than 5%)
• b. following up on an existing status ticket
• c. answering basic FAQs (usually pre-sales)
• d. checking on the stock/inventory of certain products
• e. requesting for warranty claims

• For customers complaining about the products received, the agents are to ask certain sets of questions and possibly ask the customer to take picture of the product, and the information will be escalated for the in-house team to take over.
• If there is a customer who would like to place an order overthe phone, the agents are to send a ticket with thecustomer's information, and someone from the in-houseteam will assist.
• They still will have their in-house team cover the 830am to 530pm EST from Mondays to Fridays, but basically needed added assistance extending beyond their business day and for the weekends.

KEY RESULT AREAS:

• Initial Response time 30 seconds
• Average handling time 5 mins and 45
• seconds
• CSAT 90%

COMPETENCIES NEEDED:

• Positive Attitude
• Customer Focus
• Time and Ticket Management
• Accountability
• Quality Focus
• Shift and work flexible

QUALIFICATIONS:

• At least 1-year customer service experience
• Good verbal and written communication skills
• Experience with E-commerce customersupport is an advantage.
• Can handle phone, email, and chat support.
• Can handle/answer questions of customers viathe comment section of a website.