Customer Service RepresentativeBTCPower Cebu Inc.

CUSTOMER SERVICE REPRESENTATIVE
 
JOB SUMMARY:
 
The Customer Service Rep takes incoming service requests, evaluates the level of importance, creates service tickets, and reviews technical support tickets and tracks incidents related to Electric Vehicle Chargers.
 
A. ESSENTIAL DUTIES and RESPONSIBILITIES
Provide day to day functional support to our customers.
Responsible for answering requests via cases, email, and phone. These requests must be responded to promptly with the highest level of customer service possible.
Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements are met and customer satisfaction is exceeded.
Respond to customer billing questions, challenges, and escalate to manager as needed.
Outbound contact with customers via phone and email to assist them with account management.
Own customer inquiries and follow issues through to resolution.
Commit to being a subject matter expert on our product and brands for customers.
Communicate clearly with internal departments, ensuring excellent service.
Prepare spreadsheets and word documents as required for reporting, analysis, documentation, and presentations.
Coordinate the logistics for charger installations and commissioning.
Provide logistical support and field service projects.
Assist in scheduling the activities of field staff during project related activities.
Prepare customer quotes and ensure service and parts delivery.
Update project tracking lists and work orders and report progress to our customers
Other duties as assigned.
B. JOB SPECIFICATIONS
Educational Background: Bachelor's degree holder.
Experience: At least 2 years experience of technical or customer service experience in a BPO Industry
Knowledge, Skills, and Attitude:
EV Charging network or automotive industry or experience is a plus.
Experience using Enterprise CRM, Salesforce is a plus.
Strong interpersonal skills that create positive relationships with colleagues and customers.
Ability to multi-task, work under tight deadlines and be a team player.
Excellent, professional, verbal, and written communication skills.