Basic Function:

The purpose of this position is to educate customers and to enhance the image of AsiaPro by accurately and professionally ensuring customer satisfaction and generate sales of various services in a variety of situations. This position operates in a team environment and reports directly to a Team Leader and/or Shift Manager.

Duties and Responsibilities:

  • To provide excellent customer service and sales customers by:
    • Timely response
    • Accurate information
    • Proactive assistance
    • Proper, accurate, and timely information processing
    • Utilizes knowledge and system resources to walkthrough customers and verify symptoms and issues.
  • Ensure required information is entered into the knowledge base and informs QA and Management when new information is entered in the knowledge base.
  • Adheres to support workflow requirements to achieve Service Level Agreement
  • Provides a wide variety of information to customers, i.e., promotions, offer, rates, minor technical assistance and order related concerns regarding products and services.
  • Resolved problems by using available information and good judgment and decision-making skills with the ultimate goal being customer satisfaction.
  • Provides support to the team by participating in administrative duties, team meetings, problem solving and decision making.

The Ideal candidate should possess the following skills and attitude:

  • Ability to work independently and efficiently to meet deadlines.
  • Self motivated, detail-oriented and organized.
  • Has leadership potential.
  • A team player.
  • Has positive attitude towards work.
  • Willingness to be assigned on various shift schedules.
  • Perform other tasks that maybe assigned from time to time.

Willingness to be assigned or be transferred to another department and/or function as deemed necessary by business operations.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

  • At least second year college with 72 units or a graduate of any 4-year college course
  • With at least 6 months experience handling customer support in a BPO/Call Center.

Language Skills:

  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
  • Ability to read, analyze and interpret general data reports, manuals, technical procedures, etc.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of Supervisors, clients, customers, and the general public.

Mathematical Skills:

  • Ability to apply basic Math concepts.

Reasoning Ability:

  • Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform the job successfully, an individual should have a basic knowledge on:

  • Internet navigation and operations.
  • Microsoft Office applications.
  • Typing proficiency of at least 40-60 words per minute.
  • Other programs required by the account / system.