Customer Support & Sales Representative - Cebu

Asurion; Cebu City; On-site; PHP 223,200 - 334,800; Full time

Job summary

Asurion is looking for a Technical Support Associate in Cebu City, Philippines. The role involves supporting customers with their technical needs, ensuring compliance with company policies, and maintaining high levels of customer satisfaction.

Key responsibilities include managing inbound and outbound calls, providing technical expertise, and resolving issues with a range of devices. Candidates should have a minimum high school diploma and 1 year of BPO experience.

This position offers an opportunity to work in a vibrant team environment focused on customer service excellence.

Qualifications

• Minimum high school diploma or equivalent.
• 1 year of BPO technical support experience required.
• Proven experience supporting mobile technology and devices.

Responsibilities

• Support customers over the phone with technical issues.
• Resolve customer device issues with various technologies.
• Maintain high level of customer service and NPS.

Skills

Customer service

Technical troubleshooting

Empathy

Patience

Digital literacy

Education

High school diploma or equivalent

Tools

Call center software

Knowledge-based systems

Job description

Overview

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.

Key Accountabilities

• Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures and carrying out effective note‑taking on calls
• Provide 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
• Process service requests and manage 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
• Make 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
• Assist the team manager with any other duties as required from time to time

Qualifications

• Education: Minimum high school diploma or equivalent.
• Experience: 1 year of BPO technical support programme experience; 6 months of BPO Sales experience; Proven experience in supporting others with mobile technology and other devices (including computers, gaming consoles, smart TVs, tablets, etc.).
• Behavioural 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 supporting others with applications, networks and technologies; Experience 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, troubleshooting environments, etc.); Recognises opportunities to maximise the quality of their customer service by engaging with customers and building rapport; Takes ownership of customers’ problems, takes control of the call and assures them that they are the expert to find a solution; Demonstrates strong digital literacy with a very good understanding of major operating systems and a wide range of consumer technologies; Ability to stay ahead of the game with device releases and software updates; Displays endurance when handling customer queries for a long period of time; Shows collaborative teamwork while also working resourcefully and autonomously; Positively embraces change, handles ambiguity and works well in a constantly evolving environment; Approaches complex problems with a logical mindset seeking the most efficient solution available.

Equal Opportunity

Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, colour or disability.