Customer Service coordinator (wfh)Realtair

What awaits you?
Work Environment: Work-life balance thru flexible work arrangement with an opportunity to work remotely; Monthly Internet and Electricity Subsidy for WFH; Flexible work hour arrangement
Career Opportunities: .NET stack, AWS infrastructure; Commitment to professional and personal growth and development, including career progression opportunities; Mentoring Program, Enrichment Friday to attend internal/external training
Total Rewards & Offers - Competitive compensation package, HMO coverage for employee and dependent, 20 VL and 10 SL (half of VL/SL convertible to cash), Covid Leave, and Covid Vaccination Leave
What will you do?
The Customer Service Coordinator is responsible for delivering excellent customer service through accurate and fast processing of general inquiries, answering all incoming emails or chats in a timely manner, and initiating corrective action/solutions as needed to ensure that an excellent standard of service and a high level of customer satisfaction is achieved. Communicates and coordinates with other departments in order to fulfill customers' needs. Builds and maintains business relationships with clients by providing prompt and accurate service, so as to promote clients' loyalty and clients' achievement of goals. Be the clients' voice by gathering feedback/surveys from internal and external clients for service and system improvement.
Omni-Channel Service (Email/Phone/Chat)
Collaborate with the team on the tickets coming through to the system
Identify clients' inquiries, concerns, or complaints and route them to the concerned team/department
Obtain and examine all relevant information to assess the validity of concerns and to determine possible solutions.
Ensure that tickets are answered within the prescribed service period, and resolved as soon as possible;
Provide first-contact resolution to clients to avoid reopens of tickets
Be able to handle a minimum of 2 chats at the same time (soon, once the chat is live)
Takes calls if assigned to do so and resolves client concern over the phone. Sends a follow-up email as needed.
Data Export / Suburb Report Creation
Creation and sending out of marketing update reports weekly
Sending of a summary of tickets handled per office per week
Assists the CS Management Team on other data export/reporting tasks
Complaint Management
Proactively manage caseload to meet personal targets and service standards;
Queue Management
Resolve 85-90% of the tickets within the same day
Follow-up escalated tickets with product/technical support team
Update open and pending tickets daily to avoid aging tickets
Ticket triage of one's queue
Internal/External Communication
Display excellent customer-focused and empathetic behavior which delivers an excellent experience for the customer;
Feedback Collection
Collect and analyze clients' feedback for continuous improvement and innovation.
A tech aptitude and ability to learn and retain information in a fast-paced environment is essential for this position.
Performs other ad hoc activities as necessary and as prescribed by the Immediate Supervisor or Customer Service Manager such as data clean-ups, suburb reports, etc.
What we're looking for?
Candidates must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), or equivalent
Experience as a Customer Service for at least 2 years is preferred
Must be comfortable with the English language and have the ability to communicate well.
Willing to work following Australian time & holidays.
Willing to have a mid/nigh shift
What is it like working at Realtair?
At Realtair, our people are at the core of what we do. They are at the centre of all our projects and successes. All are welcome under the Realtair roof where value is placed on teamwork, authenticity, adaptability, and a desire to raise the bar.
We are an agile organization through and through. We don't believe in hierarchies, only the enablement of information to flow through teams, ensuring you get the help you need when you need it.
You will be part of a high-performing agile team, doing what you do best. Teams are given the autonomy to meet the client's objectives, within the bounds of our framework. No two days are the same. Together as a team and as an organization, we always find a way.
COVID-safe precautions
Our recruitment and onboarding process has been adapted to comply with COVID safe precautions using our online recruitment process and Google Meetings for video interviews.
Everyone's safety is our top priority. If you get the role, you'll be working remotely with the rest of the team all over the country and around the world.
Realtair

Makati City, Metro Manila
Permanent
Full-time