Customer Support Representative

Responsibilities:
Maintain Customer experience at all times
Respond professionally to customer queries by phone, chat and e-mail using the Best Practice guidelines.
Adhering to Business/Process requirements as per SOP/Training Module.
Develop in-depth knowledge of their process/business
Complete RCA (Root Cause Analysis) for any escalations received for the team with appropriate CAPAs
Understand and have end to end process knowledge for the process
Ensure all assigned application UATs are completed within schedule
Plan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
Provide flexible support for team members and other teams.
Demonstrate a positive and flexible approach to changing business priorities.
Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,
Identify and escalate recurring or consistent problems with system functionality and process.
Contribute ideas to the improvement of Process.
Is able to effectively identify and analyze problems and propose solutions.
Actively seek opportunities for personal development including progression across the wider department.
Be open in communication and react constructively to feedback to improve your performance
Qualifications:
Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units.
At least 1-2 years 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







We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Please read our Candidate Privacy Policy.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights.