Customer Service Representative (SNS Analyst)

Asticom Technology Inc; Quezon City; On-site; PHP 268,000 - 357,000; Full time

Job summary

Asticom Technology Inc in the Philippines is hiring a Customer Support Specialist to manage and resolve a large volume of customer concerns and inquiries. You will probe issues to uncover root causes and provide effective solutions, using CRM systems to document conversations and actions.

The role emphasizes empathy, a positive attitude, adherence to security policies, and meeting personal and team KPI targets while following prescribed talk tracks and processes to escalate when needed.

Responsibilities

• Manage and resolve large volume of customer concerns and inquiries
• Effectively probe customer issues to uncover root cause and provide the best solutions.
• Thoroughly search through resources to identify to the root of the issue.
• Follow the correct policies and processes; Transfer and/or escape when needed
• Follow through on all commitments to the customer.
• Process and execute requests (via case/order) in CRM, when needed.
• Demonstrate proactive care and promote self-care when applicable.
• Use prescribed talk points for quick-kill concerns.
• Maintain a positive attitude towards customers at all times.
• Show empathy and reassure customer that help is on the way, while being able to act like a business owner
• Accurately document conversations and interactions with the customer in CRM.
• Meet personal and team KPI goals
• Adhere to and comply with Globe security policies, such as but not limited to: Contact information management - keep the confidentiality of contact information and personal information of customers, Ensuring all transactions are properly authenticated prior to execution / compliance to the Call Verification Policies and Procedures, Compliance to information security policies in general: no sharing of password, regular password update, white room /clean desk policy, unauthorized storing of customer information /data

Job description

• Manage and resolve large volume of customer concerns and inquiries
• Effectively probe customer issues to uncover root cause and provide the best solutions.
• Thoroughly search through resources to identify to the root of the issue.
• Follow the correct policies and processes; Transfer and/or escape when needed
• Follow through on all commitments to the customer.
• Process and execute requests (via case/order) in CRM, when needed.
• Demonstrate proactive care and promote self-care when applicable.
• Use prescribed talk points for quick-kill concerns.
• Maintain a positive attitude towards customers at all times.
• Show empathy and reassure customer that help is on the way, while being able to act like a business owner
• Accurately document conversations and interactions with the customer in CRM.
• Meet personal and team KPI goals
• Adhere to and comply with Globe security policies, such as but not limited to:
  • Contact information management - keep the confidentiality of contact information and personal information of customers
  • Ensuring all transactions are properly authenticated prior to execution / compliance to the Call Verification Policies and Procedures
  • Compliance to information security policies in general: no sharing of password, regular password update, white room /clean desk policy, unauthorized storing of customer information /data