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Customer Support Specialist

Description:

Remote 24 provides dedicated remote staff and offshore staffing services to Small and Medium Enterprises in Australia. We specialize in providing high-quality staff in customer support, back-office and digital marketing who securely work for our Australian clients from our best in class office facilities in the Philippines.

Your new role

This is a permanent full-time role based in Ortigas Center.

Your key responsibilities will include:

  • Answer inbound calls and emails within set service levels
  • Address customer inquiries or concerns relating to orders and order progress
  • Assist customers on billing and payment issues and payment extensions
  • Diagnose technical issues and help customers through to fix various technical problems
  • Assist in modem configuration
  • Provide technical support to ensure service is within acceptable range
  • Initiate outbound contact to resolve escalated concerns
  • Lodge Fault Tickets where necessary and appropriate
  • Coordinate with Internal and External technicians
  • Acknowledge and resolve customer complaints and escalate as needed
  • Ensure records are kept accurate and all interactions are documented
  • Provide feedback on current processes and accuracy of system tools to generate improvement



Requirements:

To be successful for this position, you will have an established career history in Customer Support for a Telco Account, you will also ideally have:

  • 1 YEAR EXPERIENCE IN AN AUSTRALIAN TELCO ACCOUNT
  • Good command of the English Language, both oral and written
  • Computer Skills, Keen on details and data accuracy
  • Time Management
  • Problem Solving Skills
  • Team player, self-motivated, resilient
  • Self-learning and can work with minimum supervision
  • Ability to multitask and prioritize tasks from different sources (tickets, emails, chat, SMS, phone calls)
  • Focus on positive customer experience

Salary: ₱20000 - ₱25000
Address: Emerald Ave, Brgy. San Antonio Ortigas Center