Customer Support Representative

Overview:

We are seeking a proactive and customer-focused individual to join a dynamic team dedicated to ensuring long-term customer satisfaction and advocacy. This role will be the first point of contact for customers, responsible for efficiently addressing and resolving their inquiries across various communication channels. The ideal candidate will be adept at problem-solving, resourceful in finding solutions, and eager to contribute to a positive customer experience.

Key Responsibilities:

Customer Support and Retention:

• Address and resolve customer inquiries via chat, email, and phone.
• Investigate and troubleshoot customer challenges, escalating complex issues as needed.
• Maintain an organized and efficient support queue.
• Log, track, and update information on reported bugs and feature requests.
• Contribute to the maintenance and updates of customer support resources and automated messaging.
  
  
  

Value Demonstration and Advocacy Promotion:

• Identify opportunities to enhance customer value and satisfaction during support interactions.
• Utilize available resources to effectively solve customer challenges, escalating when necessary.
• Collaborate with peers and managers to analyze customer requests and identify knowledge gaps for creating self-service resources.
• Partner with account managers and sales teams to identify potential upsell opportunities.
• Gather customer referrals, feedback, and contribute to the development of case studies.
  
  
  

Departmental Projects and Team Support:

• Identify areas for improvement within the support process.
• Collaborate with management to develop and implement solutions for moderately complex process issues.
• Provide support to team members, including inbox coverage and assistance with onboarding.
• Assist in collecting data and customer feedback to inform process improvements.
• Undertake any other projects deemed necessary or appropriate
  
  
  

Qualifications:

• Clear speaking voice
• Must have at least 6 months of BPO customer support experience in one company
• Experience in virtual assistance and placing outbound calls preferred
• Must have excellent command of the English language, with neutral or American accent
• Strong familiarity with CRM tools (Hubspot, intercom, close.io, etc.)
• Strong customer service skills
• Strong administrative skills accurate typing & spelling is essential to this role.
• Energetic, fun and confident personality
• Willing to work full-time night shift
• Willing to work on-site
• Can start ASAP
  
  
  

About SVC:

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You won't regret it!

Check out our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park
• Terms and conditions apply.
  
  
  

How to apply:

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM.

What to prepare:

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID
  
  
  

or

Quick apply online! If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday).