Customer Support & Solutions Specialist (Voice & Chat)

Hammerjack Pty Ltd; Philippines; On-site; PHP 180,000 - 240,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a customer support specialist to provide expert advice via Voice or Chat, resolving concerns accurately and promptly. You will work cross-functionally to resolve service or order issues while balancing customer needs with business goals, identify improvement opportunities, and help develop policies.

The role also involves mentoring peers and helping train colleagues.

Qualifications

• Experience handling voice or chat support to resolve customer issues.
• Ability to analyze problems and provide timely, accurate resolutions.
• Willingness to train peers and share best practices.

Responsibilities

• Research, analyze, and resolve customer issues via multiple work queues.
• Identify processes that create efficiencies in workflow to boost satisfaction.
• Analyze concerns and provide appropriate resolutions through Voice or Chat.
• Serve as liaison between management and customers to improve service and productivity.
• Identify opportunities for improvement and work cross-functionally to enhance processes.
• Assist in developing, testing, and communicating operational policies and procedures.
• Assist in training and mentoring peers on improving customer support service.
• All other duties as assigned.

Skills

Customer service

Communication

Problem solving

Job description

Hammerjack Pty Ltd in the Philippines is seeking a customer support specialist to provide expert advice via Voice or Chat, resolving concerns accurately and promptly. You will work cross-functionally to resolve service or order issues while balancing customer needs with business goals, identify improvement opportunities, and help develop policies.

The role also involves mentoring peers and helping train colleagues.