Customer Support Technical Representative - WFO Cebu

Cloudstaff Philippines Inc.; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

HMO Coverage

Annual Performance Review with Salary 

Employee Share Units

Cloudstaff Dream Points

Job summary

Cloudstaff Philippines Inc. in Cebu City seeks a Customer Support Technical Representative to diagnose and resolve technical issues for internal and external customers.

You will engage with club owners, managers, and partners, providing professional support in a fast-paced environment. Responsibilities include handling 40–50 inbound calls daily, data entry for parts, and collaboration with multiple departments to ensure customer satisfaction and process improvements.

Qualifications

• Minimum 3+ years customer service experience in a call center environment.
• Minimum 3+ years applicable technical experience (electro-mechanical repairs).
• Professional phone manner and good vocabulary, pace and tone.

Responsibilities

• Answer inquiries from customers about technical issues and diagnose problems.
• Provide technical assistance to customers via phone and written communication.
• Maintain contact with customer accounts and end users across channels.
• Explain company policies (warranty, returns, credits) to customers.
• Coordinate with internal departments to communicate status and actions.

Skills

Customer service

Technical experience

Phone etiquette

Schematics

MS Office

Typing speed

Education

Associate degree in electronics

Technical training

Tools

Word

Excel

Outlook

Internet

Job description

Job Description

The Customer Support Technical Representative is responsible for answering all requests from internal and external customers about technical issues for our products. Incumbent will be responsible for diagnosing technical customer issues and providing associated resolution for ultimate customer satisfaction. Incumbent works in a call center environment on a phone queue taking an average of 40-50 inbound calls per day. Position involves high degree of technical aptitude and professionalism. Incumbent may also be cross-trained in other related departmental positions.

The Customer Support Technical Representative reports to the Customer Support Supervisor and works under general supervision. Position involves high degree of interaction with end customers (club owners, managers, maintenance staff, installation and repair partners), service providers and dealers. This position involves interaction with External Sales, Internal Sales, Accounting, Operations and Shipping. Pro-active follow up, attention to detail, customer service and professionalism are essential factors in the daily administration of this position.

70% Customer Contact

• Participate in team meetings & support process changes with relevant data.
• Provide technical assistance to internal and external customers using both oral and written communication skills. This includes diagnosing the problem and assisting the customer with possible solutions.
• Maintain contact with customer accounts and end-users through phone contact, email, faxes and written correspondence.
• Explain and administer company policies and procedures pertaining to customer service (e.g., warranty policy, parts credit, return policy, etc.).
• Communicate effectively with internal customers (within Customer Support and other appropriate departments) on the status of current field issues, and assist in determining corrective action to ensure Precor customer satisfaction.
• Collect warranty information and data to ensure proactive approach to potential field issues.
• Consult with management to review process changes and implementation plans.
• Track job functions to properly ascertain capacity.

20% Part Orders

• Assist customers with part orders through an on-line computer system. (This includes data-entry of customer numbers, part numbers, quantity, etc.)
• Assist customers in the identification of required parts using product diagrams, bills of materials and schematics.
• Interface with other departments to ensure proper parts order processing.

10% Total Quality

• Actively pursue continuous improvement to meet or exceed customer needs.
• Condense data for analysis and reporting purposes.
• Participate in new processes to help the company achieve revenue, profitability, and market share targets through increased efficiencies.
• Assist with special projects as needed.
• Perform other duties as assigned.

Qualifications and Requirements

Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered.

Education:

• Associates degree in electronics, Technical School Degree or equivalent technical training preferred.

Experience, Skills and Abilities:

• Minimum of 3+ years customer service experience-working within a call center environment required.
• Minimum of 3+ years applicable technical experience required. (e.g. actual repairs of electro-mechanical equipment at customer locations).
• Minimum of 3+ years experience presenting a professional and congenial phone manner (e.g. proper tone, appropriate vocabulary, correct pace, etc.) Knowledge of and ability to read electro-mechanical schematics.
• Experience with a variety of computer programs at an advanced level (Word, Excel, Outlook, Internet, etc.)
• Keyboarding skills of 45+ words per minute.
• Familiarity with a fast-paced environment that has a high volume of phone calls, email, and a consistent work load.
• High proficiency of organizational & multi-tasking skills.

COMPETENCIES

• Customer Focus – solicits and uses feedback for continuous improvement. Strives for quality and excellence.
• Accountability – takes a no excuses approach to making things happen. Takes responsibility for own actions and results.
• Teamwork – Actively assists to move the team toward the completion of goals
• Communication Skills – Effectively expresses ideas and thoughts verbally and in written form.
• Collaboration - Establishes collaborative relationships to achieve objectives
• Decision Making – Using effective approaches for choosing a course of action or developing appropriate solutions.
• Adaptability – Adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Conflict Resolution - Using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

Perks and Benefits

• HMO Coverage
• Annual Performance Review with Salary Increase
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Endless opportunities for career advancement
• Exclusive partnership with the IPA to offer a professional CPD pathway
• Exclusive partnerships that offer Cloudstaff accountants additional training sessions
• Flexible leave credits which may be used for vacation, emergency, and sick leaves
• In-house psychiatrist available to support employees' well-being
• International career growth and connections
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals, and Beer Fridays!
• Membership with PICPA
• Mental Wellness Employee Assistance program through Lifeworks
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Top notch workplace with first class VIP lounge and game rooms
• Unlimited cash incentives for hired referrals
• We set you up for success with a company-provided PC/Laptop