Learning System Support Specialist handling user inquiries and troubleshooting issues with learning systems. Collaborating with multiple teams to ensure effective learning processes across supported regions.
About the role
- Customer Service Specialist providing hybrid support by connecting with customers and solving inquiries. Engaging in collaborative work and problem resolution as part of our client’s customer service team.
Responsibilities
- Connect with their customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success.
- Turn around sticky situations into favorable resolutions that encourage other customers to continually partner with them for their delivery needs.
- Develop a thorough understanding of our client’s delivery services in the context of various geographical regions where they operate.
- Be the first point of escalations via chat, email, voice, and other support channels.
- Share feedback and suggestions to enhance processes and documentation to support their customers effectively.
- Assist teammates through collaborative peer-to-peer learning sessions.
- Contribute to informed decision-making on system changes and help shape product design by sharing feedback and ideas to support their customers better.
Requirements
- Genuine desire to deliver the highest possible level of service to our customers.
- Ability to work with a team on shifting schedules to provide 24/7 service to customers globally, including working on holidays, weekends, and various shifts (morning, mid-day, and night) depending on business needs.
- Ability to handle escalations via chat, email, voice, and other support channels.
- Flexibility to thrive in a hybrid work environment.
- Willingness to undergo training to cater to different customer groups.
- Excellent written and spoken English — you need to be able to talk to Executive and C-level customers.
- Grit, perseverance, and resilience in handling sticky situations and customer interactions.
- A self-starter personality — you can work with minimal supervision and take initiative when needed.
- Strong attention to detail and exceptional problem-solving skills, with the ability to investigate and resolve issues effectively.
- Very comfortable with technology and digitally savvy.
- Sound judgment and having the autonomy to make decisions while knowing when to consult with leaders or experts.
Benefits
- Company-provided laptop
- One-time ₱10,000 remote allowance
- 15 days of paid holidays
- 15 days of sick leave
- Birthday leave
- HMO on Day 1 + 1 free dependent
- Night Differential pay, as applicable
- Night allowance or Weekend allowance, as applicable
- Internet allowance
- Coffee allowance
- Wellness Allowance
- Fun Budget to celebrate events
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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