Qualifications:
- Must have a prior minimum 1 year of experience CSR Voice Account.
- Must have experience working with international clients or customers.
- Must be flexible to work any shift in a 24/7 operation including night shifts.
- Candidate should be amendable to work from office.
Responsibilities:
- Service Request Management
- Log, track, and prioritize service tickets.
- Ensure timely assignment and resolution of service issues.
- Monitor ticket queues and escalate as necessary.
- Client Communication
- Serve as the first point of contact for clients regarding service-related inquiries.
- Provide regular updates on ticket progress and resolution status.
- Scheduling & Coordination
- Schedule field engineers or technical resources for onsite/offsite support.
- Coordinate with different teams (e.g., NOC, technical support, vendors) for timely service delivery.
- Documentation & Reporting
- Maintain accurate records of service requests, incidents, and resolutions.
- Generate reports on service performance, incident trends, and SLA compliance.
- Process Adherence
- Ensure all procedures align with ITIL or company-defined service management standards.
- Recommend process improvements for more efficient service delivery.
- Client Satisfaction & Feedback
- Collect feedback post-service and address any concerns to maintain high customer satisfaction.
Benefits
- HMO with Free Dependents on Day 1
- Convertible to Cash Leaves
- Annual Performance Bonus
- Night Differential Pay
- Government Mandated Benefits
- Life Insurance
- Pet Insurance
- 13th Month Pay
- Discounted Lunch Meals
- Car Shuttle Service
Job Types: Full-time, Permanent
Pay: Php25,000.00 - Php30,000.00 per month
Benefits:
- Company events
- Discounted lunch
- Health insurance
- Life insurance
- Opportunities for promotion
- Transportation service provided
Schedule:
- 8 hour shift
- Evening shift
Supplemental Pay:
- 13th month salary
- Performance bonus
Ability to commute/relocate:
- Taguig: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Please provide your expected salary.
Experience:
- CSR or TSR: 1 year (Preferred)
Work Location: In person