Customer Support Executive

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TYPE OF WORK

Full Time

SALARY

PHP40,000/mth

HOURS PER WEEK

TBD

DATE POSTED

Jul 01, 2022

JOB OVERVIEW

Overall Purpose:
As our Support Executive you’ll play a crucial part in the experience we offer to our customers and field teams.
Your primary function is the overall responsibility of answering enquiries and providing solutions for our customers and field teams when they have questions or concerns.

Additionally, you may have some involvement in cross-functional activities and duties with the wider Operations Team to work together in continuously improving are service experiences.

The Support Executive ensures adherence to established policies and procedures, while working to continuously improve the customer experience and quality of service being fulfilled.

This role will also be involved in the communication over phone, email and SMS.
For the right candidate this is an opportunity to join a fast growing and nimble organisation whose goal is to become the number #1 home services group in Australia & New Zealand.

We are a remote working company (work from home) and have been for a number of years now.

Key Tasks & Deliverables:
- Support the Customer Success Team to help deliver excellent customer service through our field operations.
- Responsible for achieving goals, following up on outstanding items, and driving resolution on all issues to customer’s satisfaction.
- Implement and track new policies and procedures to prevent reoccurrence of problems. Issue tracker and corrective action as needed.
- Communicate effectively with key stakeholders in the business to identify needs and evaluate alternative operational solutions; understands how to communicate difficult/sensitive information tactfully.
- Analysis and understanding of field issues in order to recommend changes that will improve performance, quality control and cost effectiveness.
- Ensure compliance of service standards and company requirements.
- Resolves and/or escalates issues in a timely fashion. Tracks lessons learned and shares those lessons with teaUpgrade to see actual infombers. - Mitigates team conflict and communication problems.
- Ability to engage cooperation from senior management and other departments
- Strong at dealing with unexpected situations and providing quick support solutions
- Ensure function metrics/performance are measured and reported on as required via KPI’s (Key Performance Indicators)
- Diligently, accurately and in a timely fashion follows required documentation procedures and processes related to team performance management

ABOUT THE EMPLOYER

Contact Person: Jamie Burns

Member since: September 22, 2021

Total Job Posts: 7

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