We’re Hiring: Jr Customer Support Specialist!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for Jr Customer Support Specialist to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Jr Customer Support Specialist

Work Arrangement: Work from Office

Location: Philippines - Cebu

Schedule: Night shift

The Jr Customer Support Specialist is responsible for entering information into our database received from our employees, distributors and serviers regarding warranty claims, purchase orders and quotes, as well as answering customer inquires received via email and fax. The Incumbent is responsible for ascertaining each customer’s needs, and creating cases, entering warranty claim information, entering non-warranty orders, assisting with pricing inquiries, checking on order status, answering warranty questions & status, logging service complaints, electronic filing, database entry, operating all office equipment and assisting in special projects as needed. Position requires a high degrees of flexibility and professionalism, along with a moderate degree of technical aptitude and the ability to work under time deadlines while multi-tasking. The incumbent should have thorough knowledge of company policy, procedures and products.  

Key Responsibilities:

40% Customer Contact

•  Be point of contact for inbound technical and non-technical customer emails and faxes.

•  Triage/assess incoming emails to ensure appropriate routing.

•  Answer basic troubleshooting and parts questions using electronic diagrams and data.

•  Assist customers with inquiries and complaints via email.

•  Provide order status, UPS tracking and part availability.

40% Data Entry 

•  Enter non-warranty part orders.

•  Create support cases in Customer Relationship Management (CRM) system, which provide clear, concise and technically accurate problem descriptions.

•  Create and update cases for warranty claims.

•  Create non-warranty quotes.

10% Total Quality

•  Actively pursue continuous improvement to meet or exceed customer needs.

10% Other

•  Participate in new processes to help ensure the company achieves revenue, profitability, and market-share targets through increased efficiencies.

•  Assist with special projects as needed.

•  Perform other duties as assigned.

Qualifications and Requirements:

Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered. 

Education: 

·   High School diploma or equivalent required. 

·   Related vocational training or work related customer support experience. 

Experience and Skills:

·   Minimum of 2 years customer service experience - working within a call center environment preferred.

·   Experience with SAP preferred. 

·   Experience with a CRM platform, Salesforce preferred.

·   Excellent customer service skills.

·   Ability to work independently and as part of a large team. 

·   Ability to prioritize, multi-task and work through problems with minimal help or supervision. 

·   Experience with a variety of computer programs at an advanced level (Microsoft Office Suite).

·   Keyboarding skills of 50+ words per minute. 

·   Excellent written and oral communication skills. 

·   Ability to handle a fast-paced environment with a high volume of phone calls, email, and work load on a consistent basis. 

·   High Proficiency of organizational, follow-up and multi-tasking skills. 

Non-negotiable skills & requirements:

Minimum of 2 years customer service experience - working within a call center environment preferred.

Excellent customer service skills.