Technical Support Representative | Inflight Retail Account

TDCX Philippines; Pasig; On-site; PHP 201,000 - 335,000; Full time

Benefits offered by this job

Competitive pay

Medical coverage

World-class workspace

Team activities

Learning & development

Public transport access

Flexible shifts

Mentorship

Job summary

TDCX Philippines is hiring a customer support professional to handle daily customer relations, supporting the client's vision of world-class service for local and overseas customers. You will manage inquiries via voice calls, emails, and the app portal, delivering quality assistance.

Take ownership of customer issues, document actions clearly, and meet KPIs and SLAs. This role requires at least 1 year of college and strong English communication, with rotating shifts at Ortigas Center, Pasig.

Qualifications

• Fluent English communication is required (verbal and written).
• Experience in technical support or similar role preferred.
• Able to work in rotating shifts.
• Location: Ortigas Center, Pasig City.

Responsibilities

• Daily customer relations to support client’s world-class service vision for local and overseas customers.
• Interact with customers via voice calls, emails, and the app portal to resolve software/hardware issues.
• Own customer inquiries and drive timely resolutions per KPIs and SLAs.
• Acquire product knowledge across different products/regions to provide effective solutions.
• Document issue details and actions clearly to help improve customer experience.
• Collaborate with team to identify process improvements and support weekly team meetings.

Education

Completed at least 1 year in college or associate/diploma holder

Job description

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future - starting with yours.

Top reasons to work with TDCX

• Competitive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Responsible for daily customer relations to support client's vision of providing unparalleled world-class customer service support to both local and overseas customers.
• Provide quality customer service including interacting with customers, answering and resolving software and hardware related issues via our communication channels, namely voice calls, emails, and via the app portal.
• Take ownership of customer's inquiries and issues by following through effectively and efficiently to ensure timely resolution as per set KPIs and SLAs.
• Acquire multiple product knowledge to enhance the ability to understand customer needs across different products and regions and apply the correct and most effective response and solution to the case.
• The ability to speak calmly and clearly to talk customers through how you are going to help them resolve the issue in the knowledge that they are under time pressure to get to a resolution.
• The ability to clearly document issue details and actions taken to help us track and learn from our customer experience so that we can continuously improve our customer service and experience.
• A 'can do' positive attitude where you as a true team player will input into identifying team process improvement initiatives and get involved by putting your hand up to work collaboratively with other team members to improve something for you, your team, or your customer.
• Input into weekly team meetings, supporting your team manager by inputting to reports shared with the wider organization on the health of our customers,
• Proactively take responsibility for your part in climbing the learning curve required to solve more complex customer problems over time.

Who are we looking for?

• Completed at least 1 year in college or is an associate/diploma degree holder
• Must have at least 1 year experience in technical support preferably in telecommunication or point-of sale (POS) devices
• Preferably with omnichannel experience (voice/email/chat)
• Strong verbal and written English communication skills
• Amenable to work in rotating shifts
• Can work in Ortigas Center, Pasig City