Customer Service Senior Executive
CompAsia Technologies Philippines Inc
Total des années d'expérience :14 years, 8 Mois
Customer Service
1. End-to-end Customer Service with some technical knowledge to solve issues on the spot.
2. Point person for customer/partner queries regarding the product/service - for endorsement to the designated internal department.
3. To attend to walk-in customers, incoming calls, emails, and inquiries from social media & website.
4. To provide professional service to customers on all product inquiries. Identify customer needs and provide solutions/alternatives for any issues.
5. Curation of database and analyzing trends for referrals to provide better customer service support as a department.
6. Arranging customer/client needs for coordination with internal departments.
7. To identify customer feedback and compile complaints reports to improve operational efficiency.
8. Calm/Warm the customer by providing courtesy calls and monitoring end-to-end case resolution.
E-Commerce
1. Download daily orders within the cut-off to curate a tracking list
2. Coordinate with dedicated Inventory Personnel to cross-check the items for dispatch
3. Notify customers of the status of their orders
4. Processing Returns
Undertaking daily administrative tasks to ensure the functionality and coordination of the department’s activities.
Supporting marketing executives in organizing various projects.
Conducting market research and analyzing consumer rating reports/ questionnaires .
Serve customers by greeting, welcoming, and directing them appropriately.
Notify relevant employees when customer arrives.
Manages daily schedules and appointments for customers.
Respond to and manage all incoming and outgoing communications, including emails, phone calls and message inquiring via Social Media.
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.
Provide excellent customer service to all customers.
Handle cash and credit card transactions accurately and efficiently.
Maintain a clean and organized work environment.
Assist customers with any questions or concerns they may have.
Count and balance cash drawer at the end of each shift.
Process returns and exchanges.
Stock shelves and maintain inventory levels.
Constantly monitoring and supervising the children.
Coordinating daily tasks with the Child Care Teacher.
Helping children with their meals and snacks.
Keeping the classroom and other areas neat, clean, and organized.
Making and serving meals.
Washing dishes and putting them away.
Feeding and walking family pets.
Babysitting and helping children get to school.
Tidying, restocking, and organizing around the house.
Keeping carpets and rugs clean and odor-free by shampooing, vacuuming, and applying deodorizers as needed.
Sweeping, mopping, dusting, and vacuuming to remove dirt, debris, and dust from floors and other surfaces.
Washing windows and walls as well as polishing woodwork as needed.
Scrubbing toilets, showers, baths, and bathroom sinks as well as removing mildew buildup and mold from various surfaces.
Wiping down kitchen appliances, equipment, and counters to remove dirt, grease, and grime.
Regularly emptying wastebaskets and disposing of all rubbish.
Washing, drying, and folding clothes, bedding and towels.