Accountabilities

The main task of a Customer Support Representative is to provide multi-skill/function type of support through various communication methods (phone, email and chat). They will assist different customer types who are using LN Pacific/UK products. The support provided are, but not limited to account management, payment and invoice request and queries, marketing and sales queries, other print products related requests and queries, and market insights inquiries
The secondary task involves the documentation of the conversation between CSR and the customer. Customer data, summary of the query and the resolution provided should be accurately documented through iKnow, Salesforce and/or CSCM
Ensures customers are provided with the requested information
Ensures all customers claims and queries are satisfactorily investigated and resolved
Initiates the escalation process for unresolved customer problems
Communicates any sales lead or sales issues identified through day-to-day contact with customers to appropriate business contacts
Works within standard operating procedures and/or analytical methods
Works with a moderate degree of supervision
Applies analytical and technical skills to perform a variety of activities
Has good understanding of how the team integrates with others
Recognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating procedures
Uses communication skills and common courtesy to exchange information

Qualifications

Bachelor's degree holder in any field or completed at least 2 years level in college (with no back subjects/incomplete units)
At least 1 year customer service in contact center environment or equivalent training (2 years preferred)
Excellent written and verbal communication
Excellent customer service skills
Excellent in multi-tasking
Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks
Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST
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
Must be in current role for 1 year
Must not have received any Disciplinary Action within the past 12 months
Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
Must not have any Attendance and Punctuality issues in the past 12 months

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

Customer Support Representative