Job Description
Are you a problem solver with a passion for customer success?
Zenith Global Solutions is looking for a dynamic Customer Support Representative (BPO) to join our thriving team in Manila. We pride ourselves on delivering world-class service to our global clients, and we need your help to keep our standards high.
In this role, you will be the first point of contact for our valued customers, providing technical assistance, resolving inquiries, and ensuring a seamless experience. We offer a hybrid work environment, competitive compensation, and clear pathways for career advancement within the BPO industry.
Responsibilities
- Manage Customer Inquiries: Handle a high volume of inbound and outbound calls, emails, and live chats with professionalism and empathy.
- Technical Troubleshooting: Diagnose and resolve technical issues related to our software products, guiding users through step-by-step solutions.
- Account Management: Update customer records accurately in our CRM system and ensure all service level agreements (SLAs) are met.
- Problem Resolution: Take ownership of customer issues, escalating complex cases to the senior team when necessary, and ensuring a satisfactory resolution.
- Product Knowledge: Stay up-to-date with product features, updates, and company policies to provide accurate information to customers.
- Feedback Loop: Gather customer feedback and report trends or recurring issues to the management team for continuous improvement.
Qualifications
- Education: High school diploma or Bachelor’s degree in any field.
- Communication: Excellent verbal and written English skills with a neutral accent.
- Experience: Previous experience in a call center or customer support role is preferred.
- Computer Skills: Proficiency in Microsoft Office Suite and CRM software (e.g., Zendesk, Salesforce) is a plus.
- Problem Solving: Strong analytical skills and the ability to think on your feet.
- Soft Skills: Patience, resilience, and a customer-centric mindset.