Customer Service Officer / helpdeskIAMWORLDWIDE CORPORATION

Customer Service Officer
Job Description:
Accomplish Corporate Business Objectives by providing excellent management of the Help Desk Division which provides members with high quality, courteous and accurate technical information and account-related support in a timely, efficient and professional manner. The primary focus is on a one-to-one member interaction via telephone, e-mail or chat, exercising sound judgment and initiative in following established policies and procedures, and working independently on a wide range of support issues.
Telephone Support - perform telephone support as scheduled. Ensure that customer questions are answered completely in a professional, caring and responsive manner, commitments to perform research and follow-up are completed, open issues are resolved and each contact - including information and resolution achieved - is logged in the appropriate Tracking System. Take product orders, address and records member complaints and issues effectively.
E-mail & Chat Support - perform as scheduled. Answer and complete all assigned messages or contacts; ensure that all members' questions and issues are addressed in the reply. Properly enter customer information and resolution in the appropriate Tracking System.
Skills improvement - continually strive to improve the cognitive and technical skills necessary to perform the job. This includes technical competency and proficiency with supported products, as well as associated hardware and operating systems; problem solving ability and verbal and written communication skills.
Communication - provide feedback on support issues, resolutions or suggestions to immediate supervisor. Communicate trends, issues and appropriate solutions to management.
Support co-workers - provide technical and troubleshooting advice and assistance to other representatives.
Help maintain and ensure positive working relationships with colleagues and members.
Provide all support functions within the guidelines of the company.
Maintain departmental productivity standards while exhibiting accuracy in applicable Tracking System.
REQUIRED SKILLS:
College degree in IT, Computer Science, Management or Marketing are highly preferred
With 2-3 years' experience in the same capacity.
Self-Driven, with good problem solving and analytical skills.
Willing to work from Mondays to Saturdays, 1-9pm. San Juan, Metro Manila area
Excellent written and oral communication skills, including strong listening skills
Basic computer skills with emphasis on Internet knowledge
Aptitude for providing superior customer care
Must exhibit dependability, adaptability and flexibility
Ability to diagnose and troubleshoot issues
Basic math skills
Creative thinking and reasoning ability