Associates (Technical Support and Customer Service Representative) in Pasig at IBEX

Date Posted: 11/17/2020

Job Snapshot

Job Description

Communications:
-          Should be able to provide clear instructions to customers over the phone on how to Test/Troubleshoot phone line issues or set up/modify calling features
-          Should be able to accurately answer questions on telephone services, and calling features associated with customer’s Frontier Communications account based on written policies and procedures
-          Should be able to effectively and accurately communicate details and status of ticket submitted related to raised concerns regarding telephone/landline issues
-          Should be able to effectively communicate to, and set expectations of, customers about actions required, timelines, and possible charges associated with technician visits to resolve a ticket submitted related to issues/concerns regarding telephone/landlines issues


System Navigation
-          Should be able to navigate through different tools and service portals of Frontier Communications for POTS Repair and perform actions needed to answer inquiries and resolve concerns
-          Should be able to validate a customer, and accurately and completely document phone interaction
Security
-          Should be able to effectively uphold high level of security in accordance to Frontier Communications’ policies and procedures to protect customers, the company, and their private information


Customer Service
-          Should be able to uncover all issues through probing
-          Should be able to empathize with the customers
-          Should be able to provide the most accurate resolution based on available troubleshooting workflows
Should be able to educate customers of available self-help options enhancing their experience

Job Requirements

  • Completed at least 2 year in College or a 2 year Vocational or           Certificate course in any field or finished K-12 Program.
  • With Customer Service backgrounds is a plus.
  • A good working understanding of the basics of Customer Service
  • Above average written English skills
  • Above average oral English skills
  • Able to converse spontaneously and effectively to build customer confidence and rapport,
  • Able to comprehend and follow instructions and procedures, and
  • Able to multi-task (manage both case work and calls)
  • Typing and written English proficiency

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