Customer Service support specialist - lvLeap Vista

Manage support requests across Zendesk and social media
Monitor, respond and resolve support issues submitted by clients with necessary consideration, empathy, and thoughtfulness
Answer questions and resolve issues in real-time via our chat platform
Provide outstanding customer service and maintain the best level of our customer satisfaction
Manage incoming client queries and escalate to other departments or team members when necessary
Help identify recurring client issues, help solve them, and/or escalate to team members for review
Evaluate and follow-up on customer issues, as well as replicate and document for further escalations
Collaborate with our different department team members in order to solve more complex issues
Staying up-to-date about the latest offers of the programs, changes in policies, and webinar schedules
Suggest customer response templates and online help documentation based on the day-to-day ticket encounters
Develop and maintain our knowledge base articles, FAQs, and documentation for internal and client use
Report regularly on customer feedback to help drive process improvements
Provide feedback on internal processes and best practices in an effort to continuously improve the customer experience and overall customer support flow
Requirements
Bachelor's Degree in any field or those related to Customer Service, Communication, Management, etc.
At least 1 year of professional experience in Customer Support, Account Management, or any related field (email or chat)
Excellent English communication skills and grammar, especially in written format
Candidate must demonstrate excellent problem-solving skills
Familiarity with the eCommerce and online business industry is a plus
Over the phone customer support experience is a plus
Candidate must provide updated character references
Work from home until further notice and amenable to work in Pasig City once required
Can provide own laptop and internet connection
Can work on flexible and rotating schedules
Workable

Pasig City, Metro Manila
Permanent
Full-time