The Technical Support provides a high level of customer service by acting as a liaison between consumers and the business, ensuring that all customers receive outstanding service.
The Technical Support is in-charge of addressing issues, complaints, and inquiries and resolves it in a timely manner. Customer concerns may involve but is not limited to telephone service, wireless mobile, broadband internet connectivity, billing issues and queries regarding telecommunication products and services.
Responsibilities
To be able to meet with the KPIs that have been set to be achieved within the stipulated timeframe and also to maintain consistency in the continual achievement of the targets on an ongoing basis. (Refer to KPI table)
To manage customer service queries, including sales-related, provisioning, billing and support matters, recognizing that these are closely connected with the day-to-day customer experience to be delivered to our customers.
To provide exceptional customer service in every customer interaction (primarily voice and email, and not restricted to include chat and social media) with the ultimate aim of providing first call resolution.
To bring up ongoing service issues and recommend solutions to the supervisors for further action
To maintain an awareness of customer needs and potential service issues through customer contact, including escalated calls, emails and other customer contact channels.
To support the sales team in the identification of and action on potential selling opportunities to generate revenue, taking appropriate follow-up actions to ensure that the customer needs are met.
To ensure active promotion of products and services based on customer needs and the product options available
To provide well-rounded, prompt, high-quality, and professional customer service at all times in the engagement with customers
To work with other support teams as necessary to ensure that customers’ queries are clearly escalated to the correct teams for the required action and follow-up.
To deal with all calls and enquiries politely, courteously, professionally and assertively
To handle and resolve customer complaints within the procedures and guidelines provided
To follow up with vendors and/or third-party vendors when appropriate to ensure seamless service delivery
To be open to new tasks that may arise due to changing business needs and market/product launches and promotions
Qualifications
Bachelor’s degree or Diploma in Electrical/Electronics/Telecom/Computer Engineering/Information Technology or any related field
Minimum of 3 years of experience in Technical Support, Help Desk, or any related field
Previous experience in Telco is highly advantageous
Knowledge in NBN is a plus
Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy
Ability to make sound decisions, goal-oriented, energetic, and a forward thinker who has set high standards
Solid business understanding and commercial acumen
Exceptional time management and the ability to prioritize both customer and team demands
Solid understanding of contact center metrics and performance improvement triggers
Can work independently and manage multiple activities at a time
Strong commitment to service and a flexible can-do attitude
Takes initiative and deliver solutions
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
