Overview

• Salary

  60,000 PHP ~ 70,000 PHP

• Industry

  Call Center / IT-Enabled Services / BPO

• Job Description

  The Customer Service Agent is responsible for the day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in Merlin's agreements with customers, in the languages described in this document. In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information and technologies
  
  Summary of Responsibilities
  
  • Maintain a quality business relationship with all customers
  • Provide high level professional services in an efficient manner
  • Make effective use of procedural, informational, and technical documentation
  
  Duties and Responsibilities
  • Assist customers with the implementation and usage of client specific softwares including advising clients on the set up of the software application manager ensuring full utilization of the solution
  • Support Product Development by tracking bugs, enhancement requests and typical client technical architecture to improve the product
  • Respond to customer queries via a variety of mediums including phone, email, chat and CRM tickets
  • Partner with the Instructional Success team to provide occasional online training for our client’s software
  • Analyze, diagnose and troubleshoot technical support requests
  • Provide timely resolution to customers experiencing common technical issues
  • Ensure all incidents are documented within the CRM system
  • Ensure customers are satisfied with the client’s products and service
  • Assist with the localisation of documents, knowledge base articles, etc. by translating these
  • Other duties as assigned