Customer Service / Technical Support

Onsite:Cebu IT Park

Schedule: Nightshift/Shifting

You will play a vital role in maintaining customer satisfaction and resolving technical issues promptly and professionally. This role is critical to our commitment to delivering outstanding customer experiences and maintaining long-term client relationships.

1. Respond to customer enquiries via phone, email, chat and other communication channels in a timely and professional manner
2. Provide technical support by diagnosing and troubleshooting customer issues with products and services
3. Document all customer interactions accurately in our customer relationship management system
4. Escalate complex technical issues to the appropriate departments or senior technical staff when required
5. Educate customers on product features, usage and best practices to enhance their experience
6. Maintain comprehensive knowledge of company products, services and policies to provide accurate information
7. Follow established procedures and protocols to ensure consistent service quality and compliance
8. Work collaboratively with internal teams to resolve customer concerns and improve service delivery
9. Identify opportunities to improve customer satisfaction and suggest process improvements
10. Meet or exceed performance targets including response times, resolution rates and customer satisfaction scores

Qualifications:

• At least 2nd year College Level or Graduate of any 2-year course
• Open for no experience / Fresh graduate
• High School Graduate, Senior High School Graduate, or 1st College Undergraduate At least 6 months of sales and/or customer service experience is an advantage

1. Proven customer service experience in a call centre or customer support environment
2. Strong technical knowledge or demonstrable ability to quickly learn technical concepts and troubleshoot problems
3. Excellent communication skills with the ability to explain complex technical information clearly to non-technical customers
4. Patient and empathetic approach to customer interactions, with a genuine desire to help resolve issues
5. Proficiency in using customer relationship management systems and support ticketing software
6. Strong problem-solving skills and the ability to think logically through technical challenges
7. Ability to multitask and manage multiple customer interactions simultaneously whilst maintaining quality
8. Flexibility and adaptability to changing priorities and business needs
9. Professional telephone manner and excellent written communication skills
10. Reliability and punctuality, with the ability to work as part of a team in a fast-paced environment
11. Preferred: experience in IT support, software troubleshooting or technical product support
12. Preferred: familiarity with remote support tools and ticket management systems

1. Competitive salary package based on experience and qualifications
2. Comprehensive training programme to develop technical and customer service skills
3. Opportunities for career progression and advancement within the organisation
4. Supportive team environment with experienced managers who invest in staff development
5. Performance-based incentives and recognition programmes
6. Professional development opportunities to enhance your technical knowledge and capabilities
7. A dynamic workplace culture that values employee wellbeing and work-life balance