Customer Support

Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a leading company that provides managed services backed by its own scalable technology platforms with a focus on network and digital transformation.

Job Summary
Our respected client is seeking a Customer Support who will be responsible for improving customer service, perception, and satisfaction. The job is based in Mandaluyong City, Philippines, with a mid-shift working schedule and hybrid arrangement.

Key Job Responsibilities:

  • Track e-mail requests from customers (business to business) and process within standardized SLA measurements.
  • Maintain detailed tracking records and provide updates as requested.
  • Escalate issues with internal teams and vendors to meet project demands.
  • Act as the single point of contact to the customer for all types of service requests.
  • Coordination of all support groups to ensure maximum utilization of billable resources.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Create service requests as requested by our business partners.
  • Improve customer service, perception, and satisfaction.

Key Job Requirements:

  • 3+ years of working in a call center environment.
  • 3+ years reviewing work quality.
  • 3+ years previous in quality control assurance and validation experience.
  • Proficient in communicating clearly in written and oral English.
  • Ability to learn complex technical information quickly.
  • Meticulous attention to detail and accuracy is a must.
  • Strong analytical, problem-solving skills, and decision-making skills.
  • Work independently with little oversight or management.
  • Great time management and organizational skills.
  • Experience with teaching and training peers and neighboring departments.
  • Experience with creating training documents and course pathways.
  • Highly focused on driving repeatable success across internal and external channels.
  • Familiarity with cabling, network, and alarm system terminology and support.
  • Strong computer skills (Windows Operating System).
  • Excellent knowledge of the Internet, email, MS Word, and MS Excel
  • Associate or bachelor's degree preferred - Computer Science, Networking, or Engineering focus.
  • Minimum of 2 years of field experience working in a telecommunication/NOC call center.
  • Minimum of 3 years of field experience in Quality Assurance.