Customer Support Representative

Sytian Productions; Quezon City; On-site; PHP 391,000 - 580,000; Full time

Job summary

Sytian Productions is hiring for a client-s-facing support role in Metro Manila. You will respond to inquiries by phone, chat, and email, and make outbound calls to current clients. You will onboard new users, monitor accounts, and train clients on the software while collaborating with Sales and Product teams to resolve issues.

The role emphasizes strong communication in English and Tagalog, meticulousness, and a proactive approach to learning and growth within a supportive team.

Qualifications

• Strong written and verbal communication skills in English and Tagalog.
• Ability to handle inquiries via phone, chat, and email with professionalism.
• Motivated to learn, adapt and improve performance.

Responsibilities

• Responds to customer inquiries via phone, chat, and email.
• Make outbound support calls to existing clients.
• Develop relationships with clients and gather information about their accounts.
• Ensure optimal product usage through account monitoring and ongoing training.
• Provide a high level of technical support to clients.
• Uncover client needs with effective questioning and listening.
• Understand renewal and decision-making processes in client accounts.
• Onboard and train new clients on the software.
• Monitor service tickets and ensure timely closure.
• Collaborate with Sales and Product Development to resolve issues.
• Assist QA team with product testing during deploys and migrations.
• Document and advocate for feature requests from customers.

Skills

Communication

English & Tagalog

Customer service

Problem solving

Detail oriented

Teamwork

Job description

• Responds to existing customer inquiries via phone, chat, and email.
• Make outbound support calls to our existing clients
• Develop relationships with existing clients and gather the correct information regarding their account
• Ensure optimal product usage through account monitoring, client interactions, and ongoing training
• Provide an unrivaled level of technical support
• Uncover client needs and goals with good questioning practices and listening skills
• Gain an understanding of the clients' renewal and decision-making process
• Onboard/ train new clients in using the software
• Monitor service tickets and ensure timely closure of all assigned tickets.
• Collaborate and facilitate communication with Sales and Product Development teams to resolve issues.
• Assist the Quality Assurance team with product testing and validation during deploys and migrations.
• Document and advocate for feature and product enhancement requests from customers

Requirements

• Fresh grads may apply
• Highly-motivated and goal-oriented
• Organized, with keen attention to detail
• Strong written and verbal communication skills both English and Tagalog. Must be able to effectively communicate over the phone, via email/web, and in person.
• Works well with minimal supervision. You take charge and can operate autonomously
• Authentically curious, you love learning and improving yourself
• Exceptional prioritization skills
• Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork, and creative energy to achieve success.
• Problem Solving/Critical Thinking - Have a good framework is key but the ability to recognize the uniqueness of each situation and think outside the box is essential to success.
• Patience/Composure/Consistency - We love our clients! Even the difficult ones. Sometimes you need a thick skin to win them over and make them love you back.
• Communication/Listening - Using sound communications and active listening skills to ensure you are getting your message across and/or understanding other people's messages is crucial.