Provide support to internal and external stakeholders as well as supporting customer requests, inquiries and/or questions through email, phone, or other channels as may be established from time to time.
Liaise with other support teams (Internal/External) as required to resolve requests in a timely manner.
Primary responsibilities are focused on handling requests and ensuring accurate transactional processing.
Make recommendations according to customer's needs on features, accessories, upgrades, and rate plans
Negotiate and properly handle objections with customers
Build effective and productive relationships with team members
Requirements
Knowledge of… Basics of business correspondence, Using various computer applications
Computer Navigation Strong proficiency with MS Office, Outlook, and Windows troubleshooting and support
ability to articulate clearly and to be understood
Proficient in active listening skills
Excellent comprehension skills
Excellent probing skills
Proficient at up-selling additional products and services
Good Navigation and Multi-tasking skills
Ability to… Connect the customer’s needs to a relevant solution
Relate to the customer and assess needs quickly
Meet performance metrics set by the account Responsibilities Roles and Responsibilities include, but is not limited to: Respond to email inquiries and requests through Customer Success Team Mailbox Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, Service Now and SFDC Accomplish Special Projects from Customer Success Managers Assign Qualtrics(detractor) cases to CSMs Draft Recognition emails and Thank you emails
Completed at least 2 years in college or a 2 year
Preferred
Vocational or Certificate course in any field or in BPO/KPO or similar industry IT/Tech/Customer Service backgrounds are a plus.
Multi-lingual (English plus one of the following: Japanese, Chinese, Korean) would be advantageous
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