Overview:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Responsibilities:

• Interact with customers via all channels (phone, email, chat, SMS, social) to provide information in response to inquiries about products, policies, and services.
• Communicate clearly and effectively with customers to quickly resolve issues and deliver a positive experience using friendly, respectful, and professional tone.
• Assess customer problems, troubleshoot, and confidently remedy issues including connectivity and device configuration.
• Provide general technical support as needed.
• Apply high-quality customer service guidelines, policies, and procedures and adhere to client policies as applicable whenever interacting with customers.
• Meet or exceed all program metrics including average handle time targets, quality standards, productivity metrics, sales, and adheres to policies and procedures.
• Stay up to date with the client’s policies, products, and offerings through trainings.
• Escalate critical support issues following appropriate policies and procedures.
• Retain and convey deep knowledge and benefits of clients’ products and troubleshooting techniques to continually provide effective support.
• Accurately document customer interaction details with limited errors.
• Embrace the commitment to customer service and nourish brand loyalty.

Qualifications:

• Excellent verbal and written communication skills.
• Committed to providing excellent customer service and an elevated customer experience.
• Passion for customer satisfaction. Polite, friendly, warm, and courteous phone demeanor.
• Excellent interpersonal skills; able to collaborate with team members, contribute ideas, opinions, and skills toward the achievement of common goals.
• Able to work well under pressure in a fast-paced environment, adapting easily to changing priorities.
• Ability to respond positively to change, handle complex tasks, and embrace new learning.
• Able to learn and work independently and exhibit ownership as well as in a team environment.
• Flexible, adaptable, and willing to take on new challenges.
• Able to thrive in a performance-based environment and motivated by goals and incentives.
• Detail-oriented with focus on quality and accuracy, ability to multitask, strong sense of urgency, and commitment to excellence.
• Able to use effective and probing questioning and listening techniques to identify customer needs.
• Strong comfort level and familiarity with desktop platforms and mobile devices.
• Technically savvy with the ability to pick up new technology, processes, and procedures quickly.
• Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.

• Typing speed of at least 45 WPM.
• Proficiency with Microsoft Office suite of applications; technically savvy with navigating through different systems.
• Must have a strong and stable internet connection at home.
• With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.
• Preferably with backup internet connection.

• 1-2 years of Customer Service experience in a BPO or call center environment (preferably with voice, chat & email experience)
• Customer Service or Technical Support experience in a Consumer Gadget or Brand Loyalty and diverse lines of business or program is a plus.
• Knowledge or understanding of audio terminologies is an advantage.
• Experience with troubleshooting audio devices preferred.
• Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) preferred.
• Completed Senior High School or it’s equivalent (2nd year college).
• Computer and IT related course is a plus. (not required but preferred).
• Legal age of employment; at least 18 years old.