HYBRID WORK SET-UP (1x a week onsite)Location: Makati City
Equipment: Laptop & Mobile (will be provided)
- Duties and Responsibilities
Achieves monthly target average first resolution time of 30-minutes.
- Achieves monthly average closure time of 4320-minutes.
Handles and creates ticket using Freshdesk (FD) all customer concerns raised via identified channel such as but not limited to FD, FB page, email, SMS and group channels.- Encodes all necessary properties fields of EFD tickets in a complete, accurate and timely manner. Properties fields such as but not limited to Tags, Terminal ID, Mobile Numbers, Billers, Reference, Date of Transaction, Amount, Priority, Concern Tags, Type, Group, Agent, eTap Partner's Name, Status, Top Drivers Root cause and Root cause.
Gathers information to customer related transaction such as but not limited to mobile number used for transaction, kiosk location, biller or merchant, amount, date and time of transaction, photo of the receipt and specific concern.
- Handles MySukli transactions through sending advisory and assists customer in claiming MySukli transactions.
Achieves zero customer complaints.- Proactively updates customer regardless of the status of the concerned transaction.
Proactively replies to concerns raised in group channels.
- Sends SMS blaster related to MySukli transaction such as cash failed, cash cancelled, cash excess.
Encourages customers to leave a review in FB page.- Negotiates with customer any unpleasant FB review and appeals for correction.
Adheres to company code of conduct, information security policies and departmental policies and procedures.
- Adheres to department work schedules.
Compliance with e-Tap's safety, security, and information security protocols.- Perform other job-related functions or duties that may be assigned from time to time.
- Job Specifications/Qualifications:
Education: Candidate must be a bachelor's degree graduate in Information Technology- Education: Candidate must be a bachelor's degree graduate in Information Technology. If non-IT degree, at least with 6-month customer service work experience.
Professional Experience: At least 6 months to 1 year of customer service work experience (BPO, Fintech)
Job Type: Full-time
Pay: Php18,
- 00 - Php20,000.00 per month
Benefits: - Company events
Health insurance Work from home
Schedule:
Monday to Friday
Supplemental Pay:
Experience:- Customer service: 1 year (Preferred)
Location:Willingness to travel:
25% (Preferred)
