Customer Experience Specialist - Voice & Chat

Hammerjack Pty Ltd; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a customer service professional to provide expert assistance via Voice or Chat, resolving customer concerns accurately and promptly. You will work cross-functionally to address service or order issues, balancing customer needs with business priorities.

Responsibilities include researching and resolving issues in multiple queues, identifying workflow improvements, and training peers to improve support quality.

Qualifications

• Experience delivering customer support via voice and chat channels.
• Strong written and verbal communication skills.
• Ability to analyze issues and provide timely resolutions.

Responsibilities

• Effectively research, analyze and resolve customer issues via multiple work queues in timely manner.
• Identifies processes that will create efficiencies in workflow which in turn will increase customer satisfaction.
• Analyze customer concerns and provide appropriate resolution and actions through Voice or Chat.
• Serve as liaison between management, and customer to improve customer service and business productivity.
• Identify opportunities for improvement and work cross functionally to enhance business processes.
• Assists in the development, testing, and communication of operational policies and procedures.
• Assist in training and mentoring peers on improving customer support service.
• All other duties as assigned.

Skills

Voice support

Chat support

Customer service

Job description

Hammerjack Pty Ltd in the Philippines is seeking a customer service professional to provide expert assistance via Voice or Chat, resolving customer concerns accurately and promptly. You will work cross-functionally to address service or order issues, balancing customer needs with business priorities.

Responsibilities include researching and resolving issues in multiple queues, identifying workflow improvements, and training peers to improve support quality.