Customer Service RepresentativeConectys Philippines, Inc.

Role
a) Resolution of all customer tickets (email + social media);
b) Update of the frequent asked questions database and the subsequent correct answers, if the case;
c) Reports to the direct manager and offers improvement solutions in order to stimulate continuous improvement processes;
d) High customer satisfaction rating; e) Resolution of the received e-mails according to the project demands, if the case.
Responsibilities
a) Take e-mails with requests for support;
b) Offer services tailored to customer needs at the highest standard of performance;
c) Consolidate customer interest with products and services offered by the client company;
d) Solve incidents mentioned by the Client to the extent that solutions are included in the project specific database; in case there is no solution mentioned, escalate the issue to a higher level technician, who will provide the solution, or to the direct manager, the specialist having the duty to transmit a solution to the customer; the specialist always remains the only connection between the user / customer and the client company;
e) Insert all incidents into a database together with the correct manner in which to resolve them (FAQ) consistent with the project?s specifications;
f) Understand and comply to the specific operational procedures and manuals of the department;
g) Compiling a balance report of work daily / weekly / monthly activities.
h) Follows up with the quality system requests (ISO 9001).
i) The employee will be dedicated to one or more projects, depending on the workload (see item o) from Performance measures section) and complexity.
Abilities
a) Knowledge of project-specific language (speaking and writing) at advanced level: 9
b) Good communication skills both orally and written;
c) Gracious attitude in client service and efficiency in solving the problems;
d) Ability to understand and properly categorize the problem detected by the client;
e) Good relationships with colleagues of all levels, in any situation;
f) Ability to adapt to change;
g) Punctuality, fairness;
h) Accountability for his/her actions and compliance with set timeliness;
i) Ability to analyze a problem and provide viable solutions;
j) Efficient use of resources for the effective exercise of the activity;
k) Attention to detail;
l) Motivation to work with people, and especially in customer relations;
m) Concern for maintaining the quality of the provided services by initiatives to enhance activities and to promote compliance with the set qualitative and quantitative performance indicators.
n) Daily and Monthly Workload ? total workload should be higher than 70% of the total active time (excluding the breaks) o) Monthly Quality levels monthly average score (across all projects for shared agents) from the bonus grid should be higher than 8.
p) Monthly Ticketing (tracking the e-mails details where applicable on a project per project basis) ? 100% monthly average.
q) Monthly Customer complaints ? 0 (zero)