Customer Service Senior Executive
CompAsia Technologies Philippines Inc
Total years of experience :9 years, 5 Months
Customer service and E-commerce
Download daily orders within the cut-off to curate a tracking list
Coordinate with dedicated Inventory Personnel to cross-check the items for dispatch
Notify customers of the status of their orders Processing Returns
Oversea the entire operation of the AASP Contact Center (Voice and Non-voice communication with customers.
Ensure that the following customer communication is done accordingly: a.) Happy Calls b.) SMS / Email Blast for AASP Announcement c.) Follow-Ups for units more than 90 days from all AASP Sites d.) Email Correspondence e.) Contact Center Surveys
To handle customer requests that is not limited to field service requests through phone and email; Mail-In Service Requests; escalations and or complaints from AASP Hotline and AASP Service Update with proper coordination with AASP Sites and or the Management.
To liaise with partners regarding agreements not limited to SLAs and process guidelines that affect the contact center operations.
To accomplish HR objectives by orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
To improve customer service representatives’ output by evaluating, studying, and redesigning processes upon approval; establishing and communicating metrics; monitoring and analyzing results, and implementing changes upon approval.
Ensure that every call and email correspondent is properly logged and the database religiously updated, and ensure notations done by the CSR are accurate.
Receive inbound calls on products and assist technicians and customers over the phone
Enter all inquiries and interactions in a call log system
Identify, diagnose, and resolve technical issues related to our software and hardware products.
Escalate complex technical issues to the appropriate Level 2 or Level 3 support teams.
Assist customers with Billing concerns and making payment
Assist customers order Pay-per-view channels and making changes to their subscription