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  • Description



  • Job Descriptions:

    •Provide Level 2 technical support via phone and email for an online payment account for their high-value clients in a 24/7 environment. This is a pioneer account.

    •Assist with product or application related inquiries.

    •Provide technical support to customers on operational or maintenance aspects of system equipment by:

    •Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.

    •Help Identify and initiate corrective action by determining the most cost effective repair/resolution to minimize customer downtime.

    •Redirect/escalate issues to appropriate resource for high profile customer issues. •Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled appropriately and in a timely manner

    •Follow up and make scheduled call backs to customers as necessary.

    •Escalate cases to immediate supervisor or client when necessary.

    •Update team’s knowledge base when necessary.

    •Attend client and Payreto meetings and trainings.

    •Support and respond to customers in a wide variety of queries (basic to advanced). •Ensure that there is a thorough understanding of customer queries and issues.

    •Answer all emails and/or phone calls within required time frames in a professional manner with accurate and complete information.

    •Adhere to agreed processes, meeting required work standards, targets and objectives. •Update call/email management systems with details on each customer in accordance with client procedures.

    •Completely and accurately write review notes.

    •Update client and internal reports.

    •Attend client meetings and trainings. •Must be amenable to render overtime based on business needs.

    •Communicate with client via phone, email or chat.

    •Assist in adhoc work assigned by immediate supervisor.

    Education:

    o Completed at least 2 years in college of any course.

    o OR must have graduated from a 2-year vocational course.

    o Bachelor’s degree in any field is preferred.

    Work Experience:

    o At least 2 years’ experience in a providing technical support for international accounts is required.

    o Preferably with payments experience e.g. POS, ecommerce, payment gateway, shop plugins, cryptocurrency.

    o Preferably with coding or development knowledge.

    Skills:

    o Must have intermediary to advanced skills in Microsoft Word, Excel and Powerpoint.

    o Must have at least average attention to detail, logical, numerical and verbal reasoning.

    o Process-oriented. oGood written and verbal communication skills.

    o Proven inbound phone and email experience.

    o Experience working with CRM tools like Salesforce and Zendesk is preferred.

    o Good customer service skills.

    o Accent neutral, mature sounding voice.

    o Ability to work independently with minimal supervision.

    o Ability to work well under pressure with high degree of accuracy.

    Competencies

    o Integrity.

    o Problem Solver.

    o High attention to detail.

    o Adherence to rules and policies.

    o Analysis.

    o Ability to work well under pressure with high degree of accuracy.

    o Initiative.

    o Flexibility.

    Others:

    o Should have no serious disciplinary sanction/s in previous employments.

    o Priority will be given to candidates who have their respective NBI clearances ready.

    o Must be amenable to night shift, shifting schedule and work on weekends and/or holidays.

  • Requirements

  • Minimum education level: Vocational
  • Years of experience: 2
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • TSR Account Specialist

  • Makati, National Capital Region

  • Company

    WeLink Management Consultancy Services
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 30,000.00 monthly

  • Apply