Customer Service Executive - Inbound Sales, Makati

Last update 2024-05-27
Expires 2024-06-27
ID #2130958813
Customer Service Executive - Inbound Sales, Makati
Philippines, Metro Manila, Makati,
Modified April 25, 2024


At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better.

We work hard and love a good challenge (or multiple).

With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success.

We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos.

At Probe, expect to think differently, challenge the norm and find your purpose.

LOOKING TO CHANGE YOUR LIFEBY CHANGING YOUR LIFESTYLEIt’s as easy as changing the channel. Our Client is a Global Provider of Pay TV! We are seeking experienced people that work or have worked in this dynamic and exciting industry in Customer Service & Support, Sales, and Collections.

Industry experience, however, is not mandatory but contact center experience is a must.

This client provides content including HBO, English Premier League & ESPN.

All channels are streamed live into our site for our team members to enjoy! Work hours vary anywhere from 3:00 AM to 4:00 PM - Monday to Sunday.

Probe CX believes that passionate people are people who care about themselves as a person and as professionals and how they contribute to the well-being of their families and their communities.

Passionate people care about their work, their teammates, their clients, and their customers and meeting their targets.

They are passionate about delivering memorable CX moments and want to resolve customers' issues the first time, every time.

They want to convert inquiries into customers or save those who are thinking of leaving.

They want people to pay their bills and remain loyal customers. All because of the experiences you and your teams deliver every moment.

Moments Matter!!!Especially when you are delivering award-winning customer experiences or when you are considering a change in career or life.

Duties and responsibilities: Receive inbound and/or place outbound calls Provide accurate and timely responses for inquiries coming through email and live chat support channels Perform data and research functions Provide support through known basic troubleshooting techniques Manage and resolve customer complaints Identify and escalate priority issues Route calls to the appropriate resource, when necessary Document all information on customer interaction according to standard operating procedures Always strive for Good Customer Satisfaction and Experience Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client Ensure consistent performance based on a continuous improvement model Ensure that all Login and Passwords (both Internal & External) are kept confidential Participate in all Internal and External mandated training and/or seminars.

Knowledge, understanding, and compliance with PROBEGROUP policies and procedures.

Maintain knowledge of functional areas and company policies and procedures.

Provide feedback to management concerning possible problems or areas of improvement.

Perform other duties as assigned by management.

Qualifications and Key Competencies: With Excellent English Communication (Oral and Written)Experience on the phone, email, and live chat support Has strong verbal and written communication and comprehension skills Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction Resourceful, able to multitask, and has a high attention to details Self-motivated and able to work independently as well as contribute to cross-functional and global teams Flexible and has the ability to quickly adjust to frequent process and information changes Can work under pressure Assists end-users in resolving technical issues by providing guidance to resolution on software and hardware with a sense of urgency.

Follow and understand all support methods and procedures to accurately log all issues using the incident/ticket management tracking system.

Assess end-user support needs and meet service level agreements by quickly resolving issues.

Troubleshoot recurring issues and be able to research, identify and communicate the root cause.

Define and classify the level, priority, and nature of the problem, request, and/or issue.

If unable to diagnose a problem, escalate the problem to the appropriate team.

Assume ticket ownership through tracking and closing trouble tickets to maintain customer satisfaction, KPIs, and SLA.

Provide administration, guidance, and personalized end-user assistance for hardware devices, software, mobile, printers, audio & video technology, and networks.

Resolve issues related to digital support.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Customer service executive - inbound sales

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