Customer Service Representative (Chat/Voice)

Datamatics; Pasig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Datamatics in Pasig, Philippines, is seeking a customer support specialist to provide expertise via voice and chat to resolve customer concerns accurately and promptly.

You will work cross-functionally to resolve service or order issues, balance customer and business needs, and help improve processes, with mentoring and policy communication responsibilities.

Responsibilities

• Research, analyze and resolve customer issues via multiple work queues in a timely manner.
• Identify processes to 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.

Job description

This position is responsible for offering expertise and advice through Voice or Chat in resolving customer concerns in an accurate and timely manner . This position will work cross functionally to effectively resolve any service or order related issues, while balancing both the needs of the customer and the business.

• 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.