Technical Support Representative | Inflight Retail Account

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Competitive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Responsible for daily customer relations to support client’s vision of providing unparalleled world-class customer service support to both local and overseas customers.
• Provide quality customer service including interacting with customers, answering and resolving software and hardware related issues via our communication channels, namely voice calls, emails, and via the app portal.
• Take ownership of customer’s inquiries and issues by following through effectively and efficiently to ensure timely resolution as per set KPIs and SLAs.
• Acquire multiple product knowledge to enhance the ability to understand customer needs across different products and regions and apply the correct and most effective response and solution to the case.
• The ability to speak calmly and clearly to talk customers through how you are going to help them resolve the issue in the knowledge that they are under time pressure to get to a resolution.
• The ability to clearly document issue details and actions taken to help us track and learn from our customer experience so that we can continuously improve our customer service and experience.
• A ‘can do’ positive attitude where you as a true team player will input into identifying team process improvement initiatives and get involved by putting your hand up to work collaboratively with other team members to improve something for you, your team, or your customer.
• Input into weekly team meetings, supporting your team manager by inputting to reports shared with the wider organization on the health of our customers,
• Proactively take responsibility for your part in climbing the learning curve required to solve more complex customer problems over time.

Who are we looking for?

• Completed at least 1 year in college or is an associate/diploma degree holder
• Must have at least 1 year experience in technical support preferably in telecommunication or point-of sale (POS) devices
• Preferably with omnichannel experience (voice/email/chat)
• Strong verbal and written English communication skills
• Amenable to work in rotating shifts
• Can work in Ortigas Center, Pasig City

How to Apply?

Source of Application: Job Boards - Jobstreet

Virtual Recruitment Hub

Send us your application through Jobstreet and begin your journey virtually Mon-Fri, 9am-5pm via https://bit.ly/TDCXManilaVirtualRecruitment. Declare Jobstreet as the source of your application during your interview.

All candidates must have at least one (1) valid government-issued ID and a soft copy saved on their phone for verification purposes.