Customer Care Specialist II - Tech-Savvy Support

Percepta; Cainta; In loco; PHP 240.000 - 360.000; Tempo pieno

Descrizione del lavoro

Percepta is seeking a Customer Support Representative to join our team in the Philippines. Working under the Team Leader, you will provide timely, professional service to US retail customers and dealers, handling inquiries by phone and chat and following established processes.

You will learn the full call handling cycle, use CRM tools, log contacts in FMC360, and collaborate with dealerships to resolve issues.

Competenze

• 6 months of customer service experience required.
• Experience supporting customers by phone and chat preferred.
• Experience or interest in technology preferred.
• Experience with customer contact systems.

Mansioni

• Promptly process and answer/resolves customer inquiries, concerns or technical questions, using job aids and research to resolve and meet service level metrics.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries and educate the customer on products and services.
• Understand use of technology, scripts and product knowledge; actively listen and guide the customer efficiently.
• Act as liaison between customers and dealerships, providing excellent service and following up.
• Handle difficult issues and avoid unnecessary escalation in a positive, professional manner.
• Log all contacts in FMC360 to maintain accurate history and manage follow-up and documentation.
• Use resources such as diagnostic info, technical manuals, and call history to resolve basic to intermediate issues.
• Master desktop applications like FMC360, EyeQ, Intranet, AAF, and Search engine.
• Follow up with customers to ensure full resolution of the problem.
• Apply customer satisfaction tools per guidelines.

Conoscenze

Adaptability

Typing

Communication

Problem solving

Customer service

Industry knowledge

Formazione

High school diploma

Strumenti

CRM software

Descrizione del lavoro

Percepta is seeking a Customer Support Representative to join our team in the Philippines. Working under the Team Leader, you will provide timely, professional service to US retail customers and dealers, handling inquiries by phone and chat and following established processes.

You will learn the full call handling cycle, use CRM tools, log contacts in FMC360, and collaborate with dealerships to resolve issues.