Email Support specialistNewfold Digital

Email Support Specialist
1) Provides excellent service and support to our customers through email and phone
2) Deals with all forms of inquiries politely and professionally, always keeping our company reputation front of mind
3) Responds to emails accurately and professionally, and calls the customer back if necessary to ensure resolution in a timely manner
4) Comprehends customers' needs and concerns, and offers the best possible solution
5) Gathers information and determines the issue by evaluating and analyzing the symptoms
6) Diagnoses and solves technical issues involving email clients, website, DNS and more
7) Educates customers on inquiries and other product information
8) Manages difficult customer situations in a cool, calm, composed, and professional manner
9) Escalates valid issues to the appropriate channels with urgency, keeping self in a calm and composed state
10) Keeps records of customers' interactions, transactions, comments, and complaints
11) Meets the required Key Performance Metrics set for the group
12) Adheres to the QA policies at hand, ensuring high quality service is provided to the customers
13) Develops customer relationship by providing the Best in World service
14) Works collaboratively and closely with Team Leaders, Support Managers, and training staff
1) Renders work hours with flexibility when required
2) Dresses appropriately and always presents a good image for the company
3) Conducts business in alignment with the company's core values
4) Complies with the different policies set by the company
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5) Ensures that our company conducts business in an ethical manner at all times without putting anyone in a position of risk
6) Performs other duties and responsibilities that may be assigned by Management from time to time
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
Newfold Digital

Cebu
Permanent
Full-time