Customer Success Expert｜CSE TSR｜E-Commerce B2B Software Support｜Makati City

<Expected onboard Date: ASAP>

Key Competencies and Skills:

Comprehensive Reading should be at least above average.Typing Speed is more than or equal to 40 wpm.Should be familiar with internet browsing and Microsoft office.Written English should at least be 8/10; Spoken English should at least be average.Ability to treat people with respect under all circumstances.Instill trust in others besides upholding the values of the organization.

Job Requirements and Qualifications:

Education     :     Associate Level (3 yrs – College education)

Experience    :     At least 2 year work experience as a Customer Service Representative and/or Technical Support Representative.

                           Knowledge of customer service principles and practices, and working with difficult clients.

                           Knowledge to navigate hardware, software, network, operating systems, subscription and protocols.

              Experience in e-commerce field will be PLUS.

Responsibilities:

Major answer online chats and emails during the service hours 9am to 21:00 pm EST/EDT ; (Night shift in Manila, Philippine Time)Schedule outbound calls to provide the demonstration support to users.Technical or non-technical assistance, pre-sales or subscription inquiries;Handle mails within 24hrs (business hour) from receipt; andTrack each mail processed and being familiar with the tools needed for support.Provide personalized customer service of the highest level, VIP outbound call support included.Answer chats professionally.Research required information using available resourcesProvides user-friendly assistance to individuals having technical problems with software platformsTroubleshoot problems that a user experiencesProvide the best recommendation subscription plan for the users based on KYC and account status research.Provides support on technical or non-technical issuesSupport and provide superior service via chat and email.Effectively deals with job stress, angry or upset customersAssist with general inquiries over the chat or thru emailDeal directly with customers and respond promptly to their inquiriesHandle and resolve customer complaints and direct requests and unresolved issues to the designated resourcePerforms other related duties and assignments as required and assigned by immediate supervisor and/or manager.

Requirements:

TECHNICAL KNOWLEDGE. Agents are expected to support highly technical concerns and this will require them to pass certification from training and to be updated with the product information.SYSTEMATIC. TSR works with a process in order to quickly and easily help a customer over the phone. This systematized process was made to be able to guide all agents while supporting customers.PRESENCE OF MIND. All information given by the client is vital to give them a timely and precise resolution to any inquiry or concern. The agent is expected to be always aware and alert even to the smallest detail needed or provided by the client.FLEXIBILITY. Depending on the call queue, TSR may be asked to extend their working hours either before or after their shifts and should be able to multi-task easily from doing calls, email and/or coordinating with management or ASP.CUSTOMER SENSE. Agents will be exposed to clients who may be disappointed or dissatisfied with the service or product. This situation will be calling for their patience and will be requiring them to act accordingly with calmness and respect towards the clients.WORKING CONDITIONS. This position is office-based and occasionally may involve work as alone worker. Should be able to withstand at least seven (7) hours in front of a PC.