Description The Customer Support Associate III position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements.

This position provides customer service support and resolution of complex problems regarding client's product or services.

Essential Functions/Core Responsibilities  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)     • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures    • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer    • Clarify customer requirements; probe for understanding    • Use problem solving skills, in conjunction with tools and resources, to resolve customer issues that are non-standard /unstructured and require clarification or conceptual thinking    • Maintain broad knowledge of client products and/or services    • Prepare complete and accurate work including appropriately notating accounts as required    • Participate in activities designed to improve customer satisfaction and business performance    • Offer additional products and/or services    • Track, document and retrieve information in call tracking database    • Handle situations which may require adaption of responses or extensive research according to customer response    Candidate Profile  • High school diploma with one year of customer service experience preferred    • Courteous with strong customer service orientation    • Strong computer navigation skills and PC Knowledge    • Ability to effectively communicate, both written and verbally     • Ability to learn; including strong problem solving skills    • Dependable with proficient attention to detail    • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly     • Tolerance for repetitive work in a fast-paced, high production work environment     • Ability to work as a team member, as well as independently     • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner    • Able to rotate shifts, as needed    • Based on location and/or program, additional experience/skills may be required    *Job requirements may vary by country and will not contravene any local laws    Career Framework Role  Has program required advanced proficiency and program/product specific knowledge.

 Works with limited supervision within established procedures and practices (wide latitude for independent judgment).

 Demonstrates proficiency in client language, country and company culture, operating standards and procedures.

 Has program required advanced proficiency and program/product specific knowledge.

 Works with limited supervision within established procedures and practices (wide latitude for independent judgment).

 Demonstrates proficiency in client terminology, operating standards and procedures.

 Has demonstrated sustained performance by achieving 85% or greater *scorecard attainment for a minimum of six months at the intermediate level.* Scorecard - this is different than Mt M given that the Mt M focuses on Client’s needs and may contain some debatable goals.  Has demonstrated consistent attendance by coming into work for 90% of their originally scheduled hours during the same performance period.

 Does not have any outstanding disciplinary issues.

 Has mastery of all program call types (basic & complex), typically handling escalation queues.

 Demonstrates mastery of required behaviors/competencies.

 Client feedback if relevant must be favorable for progression to this level.

 Opportunity to progress here is dependent on business needs.    Disclaimer   The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. #LI-DNILocation: PHL Quezon City - Eton Language Requirements: Time Type: Full time