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    Customer Support Representative - Taguig, Pilipinas - Execo

    Execo
    Execo Taguig, Pilipinas

    1 araw ang nakalipas

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    Paglalarawan

    Role Objectives

    Form part of the pioneer support team for a rapidly growing tech startup in the e-commerce space. In addition to helping support the fast-growing user base in maximizing the new platform by processing orders and assisting them with any challenges they might encounter, each Level 2 Customer Support Representative will be expected assist their Team Manager in overseeing their peers. Helping drive the teams overall growth and success.

    Job Description

    • Primarily responsible for supporting customers in using the platform which includes Transaction Fulfillment/Processing, Refund Processing, and other Support Requests received via chat and email. Ability to support customers via call/meeting is a big plus.
    • Process customer feedback, technical issues and triage/moderate them with specialized teams through issue resolution whilst providing the necessary updates and follow-ups with the end users.
    • Collaborate closely with Team Lead/Manager in addressing issues or concerns with daily tasks and activities
    • Receive/detect user complaints and provide support in order to de-escalate and delight customers.
    • Consistently perform with high accuracy and attention to detail
    • In addition to the CSR 1 expectations, L2s are to allocate the distribution of work between the L1 CSR and himself/herself, and ensures proper completion
    • Oversee each shift in support of Team Manager by Coaching and supporting CSR Level 1/s on the same shift
    • Facilitate the hand-off and take over from previous shift, ensuring continuity on current open tickets
    • Prepare end-of-shift reporting and discuss with each following shift accordingly
    • Build/update and Manage Support Content on the provided platform for easy access and user consumption

    Required Skills

    • Has at least 3 years of experience in a Customer Support, Customer Service, Customer Experience related role in Chat and/or Email channels
    • Great spoken and written English communication skills
    • Able to communicate clearly and effectively
    • Enthusiastic about learning and gaining new skills, knowledge in the Tech Startup space and take on additional responsibilities in the team
    • Previous experience in being assigned to a Level 2/Sr. Team Member role with extra responsibilities is a must

    Benefits and Perks

    • Competitive base salary
    • HMO coverage
    • Life Insurance
    • Vacation, Sick, and Compassionate Leave
    • Service Incentive Leave Cash Conversion
    • Medical, Rice, Clothing and Laundry Allowance
    • State-of-the-art facilities & great work environment
    • Opportunity for career growth within

    This is a full-time position based in BGC, Taguig.


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