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    Client Services Support - Other - Philippines, Metro Manila / NCR, Pilipinas - Eclaro Business Solutions Incorporated

    Eclaro Business Solutions Incorporated
    Eclaro Business Solutions Incorporated Other - Philippines, Metro Manila / NCR, Pilipinas

    2 araw ang nakalipas

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    Buong oras Serbisyo sa Customer/Suporta
    Paglalarawan
    Job Description & Qualifications

    Our client is a leading cloud-based SaaS provider of innovative, instantly deployable, low-priced digital tools and solutions that make it easier for buyers and suppliers to do business.

    Our client's SDMS helps buyers engage suppliers, collect critical capabilities, compliance and product data to support their sourcing, purchasing, supplier management, and compliance/reporting processes.

    The Client Services Support provides assistance to suppliers who are trying to register into the system.

    Key Roles and Responsibilities:
    • Provide great customer experiences while dealing directly with them through phone or email
    • Respond promptly to inquiries
    • Handle and resolve complaints with empathy and care
    • Obtain and evaluate all relevant information to handle product and service inquiries
    • Identify customer's problem and clearly articulate the exact steps within our software to resolve the issue
    • Recognize non-standard (atypical) customer issues and escalate to the proper resource
    • Identify trends and support ticket drivers, and communicate those issues so that we can modify the software in order to reduce support tickets.
    • Efficiently manages work with a goal of meeting required SLAs
    • Actively tracks open tickets to meet individual metrics and team SLAs
    Qualifications & Requirements:
    • Experience working with ZendeskÂ
    • Experience in handling 70 ticketsÂ
    • Proven success in working in a queue-based system
    • Ability to function independently and collaboratively in a team
    • Strong communicator in both written and spoken English
    • Critical thinker with the ability to creatively problem solve
    • Able to balance competing priorities with strong time management skills
    • Motivated, passionate and coachable team member
    • Organized and detail-oriented representative
    • Accountable to hit individual goals and complete work on time
    • Web proficiency (Search and Research, follow steps to vet companies)
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