Customer Support Representative
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Job Location:
Makati City - Philippines
Monthly Salary:
PHP 30000 - 37000
Posted on:
17 days ago
Vacancies:
1 Vacancy
Job Summary
Petersons is seeking a friendly patient and technically skilled Customer Support Representative to serve as the first point of contact for our valued this role you will provide support across our diverse range of educational products including Petersons Test Prep Military skills courses (i.e. ASVAB) and RMC Learning Solutions which specialize in training materials for various certifications offered by Project Management Institute (PMI) such as PMP CAPM and more.
As a key member of our small dedicated team you will be a subject matter expert a client advocate and a champion for clear documentation. Youll be tasked with resolving customer challenges ensuring a positive brand experience and upholding our
commitment to quality service.
Key Responsibilities:
Provide Timely Support: Respond to inbound calls chats and emails from customers prioritizing urgent issues to ensure prompt resolution.
Resolve Customer Issues: Address customer feedback and technical challenges including browser troubleshooting and system navigation with professionalism and empathy.
Maintain Product Expertise: Stay up to date as a product expert on our ever-evolving suite of offerings.
Escalate Concerns: Appropriately escalate complex issues to the necessary internal teams or clients.
Document Accurately: Maintain detailed and organized records of all customer interactions and resolutions in our ticketing system.
Work Environment & Expectations:
While our call volume may fluctuate all team members are expected to be available to answer calls and work on tickets for the entirety of their shift. Your primary responsibility is to be in an "available" status. We expect a high level of productivity even during slow periods by focusing on ticket management and other assigned addition to your core responsibilities you will be expected to meet key weekly performance metrics including Call and Ticket QA CSAT (Customer Satisfaction) scores and other productivity benchmarks.
Skills & Competencies:
Exceptional Communication: Strong written and verbal communication skills with the ability to maintain a calm and friendly tone even when facing a challenging situation.
Technical Aptitude: A solid understanding of basic technology and the willingness to take on complex technical issues.
Problem-Solving: The ability to prioritize work think independently and manage time effectively to resolve customer issues efficiently.
Self-Motivated: A strong desire to be a continuous learner and to maintain up-to-date knowledge of our products.
Accountable & Reliable: A team player who is reliable detail-oriented and takes full ownership of assigned tasks.
Requirements
2 years of experience in a customer-facing role.
Experience with a web-based chat tool and email platform (e.g. Gmail/Outlook Slack).
Experience with ticketing systems like Zendesk (preferred) Jira or similar technologies.
Benefits
Great Place to WorkCertified company
Premium HMO coverage
Holistic employee experience programs
Work-from-home and hybrid work setup
Rewards and performance incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
Required Skills:
2 years of experience in a customer-facing role. Experience with a web-based chat tool and email platform (e.g. Gmail/Outlook Slack). Experience with ticketing systems like Zendesk (preferred) Jira or similar technologies.
Company Industry
IT Services and IT Consulting
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
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