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Customer Support Specialist

Description:

Responsibilities

  • Provide customer support to clients and function as a night shift team member in our Philippines office, working hours 10pm – 7am.
  • Attend to customers’ enquiries and requests via 24/5 live chat, support tickets, and calls.
  • Provide customers with information regarding task complexity, expected completion time, and progress updates for their requests, as well as examining alternative solutions
  • Analyse customers’ needs and objectives from chats, support tickets, or calls, and work with internal teams to complete requests for customers and to achieve customer satisfaction within business requirements.
  • Provide accurate information regarding Pronto Marketing’s services to prospects and existing customers.
  • Promptly attend to urgent requests, chats, and calls from customers, and prioritise requests accordingly with internal teams within the scope of our Service Level Agreement (SLA).
  • Communicate clearly and effectively in internal notes and video calls, and summarise urgent requests, chats, or calls to members of the Support team on different shifts to uphold a seamless operation of 24/5 website support for customers.
  • Escalate customers’ complaints or feedback towards services to senior project managers, lead project managers, and team managers to improve the level of service or address customer concerns.



Requirements:

Qualifications

  • Minimum 1-2 years experience in Customer Service or I.T.-related roles.
  • Strong English proficiency with excellent writing and communication skills.
  • A team player who collaborates well within a multicultural team.
  • Detail-oriented person with a passion to learn new tools and technologies.
  • Intermediate understanding of WordPress, HTML, CSS, Google Analytics, SEO, online marketing, computer networking or network services is a plus.

Salary: ₱20000 - ₱40000
Address: Metrowallk, Pasig