Customer Support Specialist (Technical)

Company: Next BPO Solutions, Inc.
Work Location: 2nd Floor, Reyna Building, Quimpo Blvd., Ecoland, Davao City
Website: http://www.nextbposolutions.com/


Customer Support Specialist

The purpose of your role:

• To track and resolve all customer support queries associated with the Zeald product and service after production and delivery.
• This role is centered on the timely successful resolution of customer support queries and assisting customers with e‐business advice and guidance.

Key Responsibilities:

Customer Support

• Work to ensure that a positive image of Zeald is portrayed to our clients via each of the touch points of support.
• Customer support tasks are completed to service levels satisfaction targets and to budget.
• Ensure clients problems are identified and solved with the least amount of hassle to the client.
• Take responsibility for assigned areas to ensure that tasks are completed on-time and according to specification (overtime may be required at times to ensure this happens).
• Listen and understand what particular issue the customer is having or what they are trying to achieve at this time.
• Answering clients' technical how‐to queries by guiding them to resources such as 'online help' and teaching the client to find the answers themselves ‐Guiding the client through a step‐by‐step outline of how to complete certain objectives.
• Diagnosing and logging a bug for functionality that should be in the system.
• Facilitating a quote for a customization to add new functionality to their website to achieve clients' requirements.
• Provide creative solutions that would allow the client to achieve their requirements or similar requirements using the standard system or add‐on products.
• Use effective communication to deliver paid solutions to client's problems. Follow each solution through to increase the chances that the solution is adopted by the client.
• Provide e‐business advice to maximize the chance of customers achieving strong and sustainable website results.
• Follow each case through to resolution ensuring communication is maintained to the customer.

Administration:

• Diligent tracking and logging of all customer support cases.
• Ensure that the required key metrics are being recorded and ensure that the necessary reporting is delivered to the management team in a timely fashion.

Continuous Improvement:

• Continually look for ways to improve the customer experience.
• Continually observe the systems and processes utilized in the support department and identify areas of weakness and possible improvement.
• Contribute to the design and implementation of process improvements
• Assist clients to develop a successful website via regular training and research to ensure that you are confident with:
•  -- Customer service procedures and methods.
•  -- Zeald products and services.
•  -- Industry and e‐business knowledge.

Teamwork: 

• Be a positive, willing, contributing and adaptable member of the team at all times.

Performance Measurement:

• Meet monthly performance targets and goals as specified by Client Care management.
• Success in this role will be defined and measured against the following Key Performance Indicators.
• Customer Service 'Cases' are accurately logged and resolved as quickly as possible.
• Customers are apprised of the situation on a regular basis.
• Diligent tracking of time and effort on projects and logging and tracking of customer support cases.
• High degree of accountability to ensure tasks are completed on-time and that customer expectations are well‐managed.
• Ensure that customer support targets are met.

Key attributes required:

• Ability to adapt and cope well with change.
• Can take instruction and constructive criticism
• Fast learner.
• Strongly self-motivated.
• Positive, polite, willing and adaptable.
• Strong work ethic and a very high level of commitment to the role.
• Highly efficient and hardworking.

Key Attributes:

• Adaptability - The ability to adapt to change and considers new approaches.
• Attention to Detail - Diligently attends to details and pursues quality in accomplishing tasks.
• Communication - The ability to inform verbally and in writing with clarity and good effect. To understand clearly and quickly when instruction or orders are received. Able to make a judgment about what information is important and what is not and what should be communicated, how to whom and when.

Other Qualifications:

• Candidate must possess at least a Bachelor's/College Degree, any field.
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.

Get in touch and apply yourself by contacting Next BPO Solutions at info@nextbposolutions.com or careers@nextbposolutions.com.