Receive problems, concerns and issues from external and internal clients via telephone, email or chat;
Entertain and provide answers to queries from the general public regarding client services and procedures;
Check and monitor status of assigned sites/clients regularly which includes Start-of-Day process and transactions being processed;
Evaluate and isolate the problems and provide client with first level solution. Otherwise, escalate the problems to concerned support group/s. He/she classifies the received calls or incidents according to type and priority level;
Log calls in the call tracking and management system (HelpDesk System) and ensure that problems received from clients and sites are acted upon and resolved accurately and in a timely manner;
Meet customer satisfaction by getting the average Call Handle Time (CHT) which refers to the time it takes to complete a call;
Meet or exceed performance and operational efficiency by getting the average handled calls, which refers to the volume of work that a Customer Care Associate/Specialist produces for a particular period of time against the team's productivity;
Meet target Resolution Rate, which refers to the percentage of service request resolved versus the total server request handled by Customer Care Associate/ Specialist;
Maximize revenue by one-call resolution rate, which refers to calls resolved upon initial contact;
Consolidate all calls received, identifies most common problems and provides the information to the Assistant Manager, Customer Care ;
Provide support to project-related activities such as migration, maintenance services and weekend special activities and attends project meetings as scheduled;
Monitor incidents, follow-up resolution and ensures that updates are provided to the client;
Ensure that investigation and resolution are entered into the Help Desk System;
Generate and prepare periodic and ad-hoc reports that may be required by Assistant Manager, Customer Care and/or Customer Care Manager; and,
Perform other job-related tasks that may be assigned by superior/s from time to time.
Minimum Qualifications
BS in Information Technology, Computer Science, Computer Engineering, Computer Management, or any IT-related course.
Does not require any licensure. Having certifications is an advantage.
Accepts fresh graduates.
Work experience in a similar work environment is an advantage.
