DUTIES & RESPONSIBILITIES

• Uses his/her excellent technical product knowledge and experience and best customer service skills to efficiently and effectively troubleshoot the customer’s issue towards absolute resolution.
• Engages the customer in a spontaneous and conversational manner in a way that makes the customer experience good and enriching
• Investigates and clarifies consumer comments, questions, and concerns using active listening and probing skills
• Knows how to effectively multitask and prioritize workload. Can effectively go thru the systems and process while carrying on a conversation with the customer
• Recommend available service options when necessary.
• Use tact and judgment in communicating with, in particularly, angry and/or frustrated consumers
• Accurately document customer cases and pertinent details in internal CRM
• Reports feedback that affects the course of Operations in a day to day basis
• Upholds and promotes client’s core values
• Meets productivity standards

COMPETENCY REQUIREMENTS

With Basic Competency Level in ff.:

• Common consumer electronics, technical products, networking and WIFI
• Windows and Mac operating systems
• Computer hardware

With Expert Competency Level in ff.:

• Customer service orientation
• Communication skills (oral and written)
• Computer navigation
• Sense of urgency
• Passion for excellence
• Working in teams / Interpersonal skills
• Work organization
• Product knowledge
• Analytical and Problem solving skills

Reports to: 

Team Leader and/ or

Shift Manager

Education and/or Experience:

Completed at least Senior High School.

At least 6 months of experience in technical support or customer service role or equivalent, familiarity with CRM and case management are preferred.

Work environment:

The work environment is professional office workplace.

Physical demands:

Requires graveyard work

Schedule and shift flexibility. May require non-consecutive rest days for the work week,  

overtime, weekend, or holiday work depending on business needs

Work demands:

Must complete and pass Product Specific Training and clear certification. Must meet or exceed quality target. Failure to achieve and sustain quality performance at or above the quality target may result in termination  

Able to establish, implement and continuously improve the quality information security policies assigned to him/her.