Customer Service Assistant (Email Support)

JOB SUMMARY

he Customer Service Assistant Emails is responsible for the timely and accurate handling of client concerns received via email. The role involves receiving queries, requests, and complaints, creating and endorsing CRM tickets within set turnaround times, and providing appropriate responses using standard communication guidelines.

YOUR ROLE, YOUR IMPACT

1. Receives queries, requests, and complaints sent by clients via email.

2. Determines proper disposition and create CRM tickets accordingly.

3. Endorses completed tickets to the processing team within the set turnaround time

4. Provides appropriate responses to clients using the standard spiel.

5. Drafts other responses for approval, as may be necessary.

6. Escalates concern effectively.

7. Do proper validation and pre-screening of requests

8. Ensures 100% accuracy of all encoded information in the system, as authorized.

9. Participate effectively in the monthly team meeting.

10. Protect sensitive information that must not be disclosed to Clients/Non-Clients/Sellers

11. Perform other duties as may be required by immediate head

WHO WERE LOOKING FOR

1. A graduate of any 4 years course.
2. At least 1 year of work experience (customer service experience preferred but not required)
3. Strong English communication skills (written and verbal) ability to express oneself clearly and concisely in writing without any grammatical error.
4. Willingness to be of assistance to clients with desire to fully satisfy and resolve client's concern/inquiry/request.
5. Good Comprehension and analytical skills and ability to truly understand written messages and process information towards resolution of any issues/concerns.