Position: Customer Care Agent – Incident Management L1, Customer Care Center
Start Date: 2nd week of December
Department/Location: Customer Care / Mechanicsburg, PA
FLSA Status: NON-EXEMPT
Offer: Php 22,000 to Php 25,000 per month
Working days: Comfortable with working nights, weekends, and holidays
Working hours: TBD
General Purpose of the Position:
takes and processes phone calls, emails, correspondence and escalations from customers, technicians and agents
provides assignment status information to customers and maintains knowledge of company organizational policies and procedures
comfortable with working nights, weekends, and holidays and have strong written and verbal communication skills.
Essential Duties and Responsibilities:
Determine if the customer’s needs were met based on their description of their problem within the work order and the technician’s closing notes.
Answer phones daily for customers and technicians and take appropriate action based on the content of the phone call.
Assist technicians with updating and closing their work orders.
Assist customers with obtaining updates on service calls.
Process customer escalations effectively and professionally
Escalating issues to management when warranted.
Answer emails and web chats regarding schedule changes, updates and closing requests.
Other duties as assigned.
Skills and Qualifications Required:
Ability to interact positively with customers.
Excellent communication and critical thinking skills.
Proficient with Microsoft Office applications including Outlook and Excel.
Ability to pivot between different tasks effectively.
Dependable with an excellent attendance record.
Excellent attention to detail.
have at least 1 year experience for a major BPO company in the Philippines handling customer service for US clients.
Agent must have back- up the internet.
Agents must all be located in Baguio City.
About our company:
Gabtech Global is a fast-growing outsourcing company based in Glendale, Arizona, with a fulfillment center in the Philippines. GabtechGlobal has been helping small and medium-sized companies grow their businesses by providing affordable personnel outsourcing.
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