Customer Support Representative

Customer Support

• •Respond to customer inquiries via email, telephone, and live chat.
• •Provide prompt, accurate, and professional assistance to customers.
• •Handle product, subscription, access, account, billing, and technical support inquiries.
• •Investigate customer concerns and provide appropriate resolutions.
• •Escalate complex issues to specialized support teams when required.
• •Maintain a high level of customer satisfaction through effective communication and problem-solving.

Case Management

• •Create, update, and document customer interactions within ticketing systems.
• •Track and manage support cases through resolution.
• •Ensure all customer contacts are properly logged and categorized.
• •Follow established workflows and processes for issue resolution.

Qualifications:

• •Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units.
• •At least 2 years and above BPO/shared service or relevant experience
• •Experience with calls, chat and email support
• •Above average to excellent communication skills
• •Basic knowledge of computer applications and MS Office applications
• •Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
• •Willing to work on business unit holidays and/or render overtime when necessary
• •Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• •Amenable to work in REPH Manila site
• •Must be in current role for 1 year
• •Must not have received any Disciplinary Action within the past 12 months
• •Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• •Must not have any Attendance and Punctuality issues in the past 12 months







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