Customer Service Agent – Level 1

CUSTOMER SERVICE AGENT – LEVEL 1

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A CUSTOMER SERVICE AGENT – LEVEL 1?

Our awesome client, PelicanCorp, is looking for a Customer Service Agent – Level 1 to be part of their Service Delivery Team.

The Service Delivery Team guides the customer from sales order through their implementation and to the ongoing operation. As a Customer Service Agent, you will be the frontline in dealing with the support of customers and users on PelicanCorp's xAccess hosted solutions.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Answer phone calls, emails, and online chat sessions
• Respond to customer questions and assist customers through basic troubleshooting steps
• Direct users to appropriate knowledgebase articles
• Resolve product or service problems by clarifying the customer's inquiry
• Determine the cause of the problem and select and explain the best solution
• Expedite correction or adjustment and follow up to ensure resolution
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond promptly to customer inquiries
• Acknowledge and triage customer communication
• Assess incoming inquiries and prioritize accordingly
• Perform basic troubleshooting tasks, with a view to resolve or escalate
• Follow up with customers based on SLAs
• Keep records of customer interactions, transactions, comments, and complaints
• Communicate and coordinate with other team members as necessary
• Ensure customer satisfaction and provide professional customer support
• Follow communication procedures, guidelines, and policies
• Perform Level 1 operational tasks to keep systems in top health
• Update the product Knowledge Base when new issues are found and resolved
• Contribute to team effort by accomplishing related results as needed

WHAT ARE WE LOOKING FOR?

• Positive, empathetic, and professional attitude toward customers
• Prompt and professional response to customer inquiries
• Clear communication through phone, email, and online channels
• Customer communication triage and prioritization skills
• Basic troubleshooting skills, with a focus on resolving or escalating issues appropriately
• Strong follow-up skills based on established SLAs
• Accurate record-keeping of customer interactions, transactions, comments, and complaints
• Effective communication and coordination with team members
• Professional approach to customer support
• Willingness to follow communication procedures, guidelines, and policies

Pay: Php35,000.00 - Php40,000.00 per month

Work Location: Remote