T1 Support Agent

CSS Corp ICT Services; Taguig; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

18% Night Differential

Convertible SL credits

12 VL, 12 SL and 5 EL

Fun working environment and spacious office

Job summary

CSS Corp ICT Services in Taguig is looking for a Customer Care agent to manage customer support and deliver training sessions. This role demands excellent English communication skills and strong computer proficiency, enabling agents to assist customers effectively through various channels.

You'll be part of a dynamic environment where you will handle client queries, ensure the validity of returns, and strategize upgrades. Enjoy a fun working atmosphere with numerous benefits including night differentials and vacation leave.

Qualifications

• Strong command of English for effective communication.
• Ability to read, analyze and interpret technical documents.
• Essential computer skills, particularly with Windows-based programs.

Responsibilities

• Manage returns and confirm fault validity for RMAs.
• Provide customer support via phone and email.
• Identify opportunities to upgrade consumers to new products.
• Collaborate with internal teams to resolve issues.
• Deliver training sessions for customers.
• Monitor and create Key Performance Indicators.

Skills

Customer Care

Technical Support

English Communication

Reasoning Ability

Computer Skills

Education

2 years completed in College

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

CSS Corp is the global leader in technology support. Over 140 clients, including Fortune 1000 enterprises, count on our expertise in supporting enterprise and consumer products, managing IT infrastructures (stand-alone, cloud or mobile-enabled), and deploying networks. According to a leading analyst agency, CSS Corp has been listed as a challenger for product and technical support services in its latest report.

Job Description

• RMAs: creation, oversee, manage returns and confirm fault validity
• Direct consumer and customer support via telephone and email where required, including entering data onto various Navigation IT systems
• Constantly seeking out and identifying opportunities to upgrade consumers to the latest product offering
• Work constructively with regional Service, Product Management and R&D teams to resolve issues
• Deliver both theory and practical classroom training for Customers
• Monitor and compose monthly Key Performance Indicator (KPI)

Qualifications

• Customer Care/Technical Support Qualifications: 2 years completed in College
• Language Skills: Our forecast is for English, On an English program, our agents must have a command of English with an ability to read, analyze and interpret industry magazines, journals, technical procedures and computer products or whatever the program requires. It would also be helpful if the agents possesses the confidence and ability to present detailed information and respond to questions from and Vendor Partner managers and customers. Agents must be able to communicate in English and be easily understood. This should be verifiable based on internal language test results.
• Reasoning Ability: Listening, interpreting, identifying problems, gathering data, reaching the most appropriate conclusions, reading technical diagrams and dealing in the abstract are all important qualities and abilities the Customer Care agent should have. Also numbered among those things that are important, the ability to articulate their findings or conclusions back to the customer they are helping.
• Skill and Knowledge: Computer skills are essential. Strong computer skills are required including familiarity with Windows-based programs such as Microsoft productivity tools (e.g., Excel, Word and Outlook)
• Friendly, Helpful and Eager to Please: The customer care agent must possess common courtesies such as empathy and building rapport with customers.
• Flexibility and the ability to keep up with the pace. We move quickly and need our Customer Care agents to move with us.

Additional Information

Why Join Us

• 18% Night Differential
• Convertible SL credits
• 12 VL, 12 SL and 5 EL
• Fun working environment and spacious office