Customer Support Representative

Responsibilities: Maintain Customer experience at all times Respond professionally to customer queries by phone, chat and e-mail using the Best Practice guidelines. Adhering to Business/Process requirements as per SOP/Training Module. Develop in-depth knowledge of their process/business Complete RCA (Root Cause Analysis) for any escalations received for the team with appropriate CAPAs Understand and have end to end process knowledge for the process Ensure all assigned application UATs are completed within schedule Plan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate. Provide flexible support for team members and other teams. Demonstrate a positive and flexible approach to changing business priorities. Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc., Identify and escalate recurring or consistent problems with system functionality and process. Contribute ideas to the improvement of Process. Is able to effectively identify and analyze problems and propose solutions. Actively seek opportunities for personal development including progression across the wider department. Be open in communication and react constructively to feedback to improve your performance Qualifications: Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units. At least 1-2 years BPO/shared service or relevant experience Experience with calls, chat and email support Above average to excellent communication skills Basic knowledge of computer applications and MS Office applications Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently Willing to work on business unit holidays and/or render overtime when necessary Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives. Amenable to work in REPH Manila site 





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