Customer Support Specialist

Customer Support Specialist

Eclaro Business Solutions Incorporated
Metro Manila / NCR
1 - 3 Years
Not Specified

Job Description

Key responsibilities include:

  • Provide great customer experiences while assisting customers in solving problems related to product features, usability, technical issues and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues and escalation support.
  • Achieve team targets for response times, service level and customer satisfaction, as established by the Manager, Customer Support by responding quickly and effectively to customer inquiries
  • Collaborate with team members across offices as needed to resolve issues
  • Handle and resolve customer complaints with empathy and care
  • Maintain and create detailed documentation through logging of support cases, email, and knowledgebase articles for the customer and internal use.
  • Verify transaction authenticity and assess fraud risk for online purchases
  • Review. analyze and manage chargebacks from online purchases
Qualifications & Requirements:
  • Experience working within a BPO, in customer service roles in the E-commerce space
  • Proven success for working in a queue based system
  • Strong customer focus and ability to deliver great customer experiences
  • Ability to function independently and collaboratively in a team
  • Strong communicator in both written and spoken English
  • Critical thinker with ability to creatively problem solve
  • Able to balance competing priorities with strong time management skills
  • Motivated, passionate and coachable team member
  • Organized and detail-oriented representative
  • Possesses strong emotional intelligence
  • Accountable to hit individual goals and complete work on time
  • A track record of meeting and exceeding KPIs and working well in team-based settings
  • May require late-night, weekend, or on-call availability to satisfy Client's Global support model.

ECLARO is an IT and Business Consulting Firm which was founded in the United States in 1999 and has offices in the US, Canada, Puerto Rico and here in the Philippines. We support a number of our American and other global clients from our office in Quezon City. ECLARO’s core competency can be found in the recruitment, management, and administration of deploying contingent staff of highly skilled individuals in these specialized disciplines. ECLARO has developed a flexible array of service offerings from project work, to staff augmentation, permanent placement, outplacement, HR outsourcing, payroll and training.

About Recruiter

5

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Functions : IT

Industries : ITES/BPO, IT/Computers - Hardware & Networking, IT/Computers - Software

Skills/Roles I hire for: call center experience

level Hiring For: Junior Level, Mid Level, High Level

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