Customer Support Representative

Accountabilities:

•         The main task of a Customer Support Representative is to provide multi-skill/function type of support through various communication methods (phone, email and chat). They will assist different customer types who are using LN Pacific/UK products. The support provided are, but not limited to account management, payment and invoice request and queries, marketing and sales queries, other print products related requests and queries, and market insights inquiries

•         The secondary task involves the documentation of the conversation between CSR and the customer. Customer data, summary of the query and the resolution provided should be accurately documented through iKnow, Salesforce and/or CSCM

•         Ensures customers are provided with the requested information

•         Ensures all customers’ claims and queries are satisfactorily investigated and resolved

•         Initiates the escalation process for unresolved customer problems

•         Communicates any sales lead or sales issues identified through day-to-day contact with customers to appropriate business contacts

•         Works within standard operating procedures and/or analytical methods

•         Works with a moderate degree of supervision

•         Applies analytical and technical skills to perform a variety of activities

•         Has good understanding of how the team integrates with others

•         Recognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating procedures

•         Uses communication skills and common courtesy to exchange information

Qualifications:

• Bachelor's Degree in any field or at least 2 years college completed (with no back subjects or incomplete units)

• At least 2 years BPO/customer service experience in contact center environment or equivalent training 

• Experience in call, chat and email support

• Excellent written and verbal communication

• With excellent multi-tasking and customer service skills

• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks

• Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST

• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

• Willing to work on business unit holidays and/or render overtime when necessary

• Flexible and can adapt to different business requirements, onsite or hybrid work arrangement and rotating work schedule
• REPH Employee with minimum of 1-year tenure in the current role.
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must have a successful or above rating in the last Enabling Performance cycle.

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