Onsite Tech-Support Customer Care Specialist

Ttecjobs; Cainta; Hybrid; PHP 279,000 - 391,000; Full time

Job summary

Percepta in the Philippines is seeking a Customer Support Representative to provide timely, professional service to US retail customers and dealers by phone and chat, resolving inquiries and escalating when needed. You will learn full call handling, use FMC360, EyeQ, and CRM tools, maintain logs, and aim for high customer satisfaction.

The role requires a High school diploma and at least 6 months of customer service experience; prior experience with phone/chat is preferred.

Qualifications

• High school diploma required.
• 6 months Customer Service experience required.
• Previous experience supporting customers through phone and chat preferred.
• Experience with customer contact systems.

Responsibilities

• Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns; educate the customer on client products and services.
• Understand use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
• Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
• Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.

Skills

Adaptability

CRM software

Typing

Problem solving

Communication skills

Customer service

Teamwork

Technical aptitude

Education

High school diploma

Tools

FMC360

EyeQ

Intranet

AAF

Search engine

Job description

Percepta in the Philippines is seeking a Customer Support Representative to provide timely, professional service to US retail customers and dealers by phone and chat, resolving inquiries and escalating when needed. You will learn full call handling, use FMC360, EyeQ, and CRM tools, maintain logs, and aim for high customer satisfaction.

The role requires a High school diploma and at least 6 months of customer service experience; prior experience with phone/chat is preferred.