Customer Support And Sales Representative - Iloilo

uBreakiFix; Iloilo City; On-site; PHP 279,000 - 391,000; Full time

Benefits offered by this job

Competitive salary with incentives

Free daily meals

Up to 30 days paid time off

Job summary

Asurion is seeking a motivated agent in Iloilo City to help customers stay connected with technical life support. You will handle inbound/outbound calls, chats, and emails, providing expert device and software assistance while delivering exceptional customer service.

Role includes proactive outreach, guidance on products, and contributing to high NPS scores. Competitive pay with incentives and benefits such as meals, leave, and insurance are offered.

Qualifications

• 2 years of BPO technical support program experience required.
• 6 months of BPO Sales experience required.
• Proven experience supporting mobile devices and consumer electronics.

Responsibilities

• Undertake service requests ensuring compliance with policies and take accurate notes on calls.
• Provide technical expertise on inbound calls or other input to resolve device and software issues.
• Identify customers in line with regulatory requirements.
• Maintain high quality interactions to achieve HERO score and high NPS.
• Educate yourself on technology and stay updated on device protections and consumer tech.
• Adhere to roster and respond to feedback with proactive actions.
• Use knowledge bases and tools to deliver technical support solutions.
• Process service requests and inquiries related to handset protection and digital products.
• Support sales initiatives by recommending products/services that fit client needs.

Skills

Customer service

Empathy

Learning new technology

Technical support

Education

High school diploma

Job description

Job Description:

The purpose of the role is to help Asurion’s customers “stay connected” with all aspects of their everyday technical life. This will include supporting customers over the telephone with various applications, networks, and technologies. The role will also undertake proactive outbound call work as well as take inbound calls.

Why Asurion?

Next Level Pay: Earn competitive salary PLUS unlimited sales incentives (incentives are based on performance).

Free Daily meals: Complimentary meals every day

Work-Life Balance: Up to 30 days paid time off (convertible to cash)

Future planning: Life insurance + retirement plan

And more: Transportation, rice, and other allowances

Key Accountabilities

• Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures carrying out effective note-taking on calls
• Providing technical expertise on inbound calls or other electronic input (e.g. website, CHAT, or email) from customers for the purpose of resolving customer issues with devices (e.g. laptops, tablets, smartphones, and other consumer electronics) and software
• Identify customers in line with the company, regulatory and legislative requirements
• Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) employing initiatives to achieve a high-quality score
• Maintain a high level of customer service with all stakeholders employing initiatives to achieve a high net promoter score (NPS)
• Educate oneself with technology and keep up-to-date with changes, particularly in the device protection/consumer home technology space
• Ensure you are always in the right place, at the right time (adherence) as per your agreed roster
• Respond to in-the-game/moment feedback and coaching sessions taking proactive actions to meet your agreed commitments
• Use knowledge-based systems and other tools to deliver technical support solutions
• Processing service requests and managing inquiries related to handset protection and digital products
• Support initiatives that exceed customer expectations through a range of channels including but not limited to calls and online chat
• Making sales or recommendations for products or services that best suit client needs
• Maintain the necessary skills and competencies needed to excel in the role
• Meet the agreed individual and team performance targets and development plans
• Meet the established performance targets to achieve service excellence / operational efficiency
• Share technical solutions and knowledge with the team and contribute towards best practice
• Demonstrate a strong one-team attitude working collaboratively with Soluto team members and colleagues across Asurion and its clients
• Demonstrate emotional resilience and exhibit a “can do”, positive and results-focused attitude
• Participate in development and activities within the care that enhances engagement, teamwork, and vision.
• Any other responsibilities as directed by your manager.
• You will also be required to assist the team manager with any other duties as required from time to time

Qualifications

Education: Minimum high school diploma or equivalent

Experience

• 2 years of BPO technical support program experience is required
• 6 months of BPO Sales experience is required
• Proven experience in supporting others with mobile technology and other devices (this may include but is not limited to computers, gaming consoles, smart TVs, tablets, etc.)

Behavioral and Technical Competencies

• Passionate about customer service and loves helping others
• Shows an aptitude for being comfortable with learning new technology
• Ability to display a high level of empathy, patience, and resilience when assisting others through technical issues

Desirable Personal Competencies and Attributes

• Wider experience in supporting others with applications, networks, and technologies
• Experience in managing and working towards the Net Promoter Score (NPS) metric
• Customer service experience in a frontline technical environment (e.g. Retail Consumer Technology outlets, IT support, and troubleshooting environments, etc.)
• Recognises opportunities to maximize the quality of their customer service by engaging with their customer and building rapport
• Takes ownership of customers' problems, take control of the call, and assures them that they are the expert to find a solution
• Demonstrates that they are digitally literate with a very good understanding of major operating systems and a wide range of consumer technologies
• Ability to keep ahead of the game with device releases and software updates
• Displays endurance when handling customer queries for a long period of time
• Proves they are a committed team player supporting other colleagues but also able to work resourcefully and autonomously taking ownership of issues
• Positively embraces change, handles ambiguity, and shows the capability to work in a constantly evolving environment
• Approaches complex problems with a logical mindset seeking the most efficient solution available

Requirements: