Client Experience Coordinator

As we continue to grow, we are on the lookout for talented individuals who not only possess the right skills and qualifications but also align with our values and contribute to the unique fabric of our organization. YOU DESERVE THE BEST - Enjoy these Perks!

• Comprehensive day 1 HMO with 10K medical reimbursement
• Additional HMO coverage for your family + dental coverage
• Free annual Flu vaccine
• Continuous career development and certifications
• Travel & training opportunity oversea
• Regular awards and recognitions
• Comprehensive life insurance
• 24 Paid time offs (with Annual leave conversion)
• Annual appraisal based on merits
• Free daily meals (free breakfast on Mondays & free treats on Fridays)
• Regular engaging company events & promotes work life balance
• Prime and accessible location in MDC- EASTWOOD, QUEZON CITY
• Employee referral programs

About the Role:
As our Client Experience Coordinator , you will be responsible for efficiently dispatching support tickets from clients and ensuring timely resolution. This is where youu0026rsquoll shine:

• Ticket Dispatch: Receive incoming support tickets from clients via various channels (email, phone, or ticketing system) and accurately log them into the ticket management system.
• Prioritization: Assess the urgency and impact of each ticket based on client requirements, SLAs, and internal guidelines. Categorize and prioritize tickets accordingly.
• Resource Allocation: Assign tickets to appropriate technicians or support teams based on their expertise, availability, and workload.
• SLA Management: Maintain a comprehensive understanding of the Service Level Agreements (SLAs) for different clients and communicate the corresponding SLA information to clients.
• Client Communication: Proactively call or email clients to provide updates on ticket status, including priority, estimated resolution time, and any relevant updates from the technical team.
• Escalation Management: Identify critical or high-priority tickets that require immediate attention and escalate them to higher-level support or management as necessary.
• Documentation and Reporting: Ensure accurate documentation of ticket details and client interactions.
• Customer Service: Maintain a professional and courteous demeanor while interacting with clients, ensuring their satisfaction and addressing any concerns or complaints promptly.
• Collaboration: Collaborate with the technical support team, service delivery managers, and other stakeholders to ensure smooth ticket flow, efficient resolution, and overall customer satisfaction

What youu0027ll bring in:

• Soft skills which include telephone manner, communication, active listening and client-care skills.
• Ability to multitask and adapt to changes quickly.
• Technical awareness and the ability to match appropriate ticket with the u0026lsquorightu0026rsquo engineer.
• Understanding of support tools, techniques and KPIs to drive customer satisfaction.
• Self-motivated with the ability to work in a fast-paced environment as well as under pressure.
• Well organized, with a high level of detail.
• Excellent Communication and Customer Service Skills.
• Willing to work on site - MDC- EASTWOOD, QUEZON CITY

We believe that our success lies in the passion, dedication, and talent of our team members. If you are ready to contribute your skills and ideas to a vibrant and forward-thinking organization, we encourage you to apply.