Customer Service and Technical Support

Summary

Join Zigzag as a work-from-home CSR/TSR! This role involves providing first-call resolution for customer inquiries, acting as a brand ambassador, and identifying upselling opportunities. Intermittent in-office training in Ortigas is required. You will manage inbound and outbound calls, emails, chats, and social media, ensuring customer satisfaction and retention. Australian Telco experience is a must. The position demands strong communication and customer service skills, along with the ability to meet KPIs.

Requirements

• Possess strong written and spoken communication skills
• Ability to present written information in a structured and balanced way appropriate to the reader's needs
• Possess strong phone contact handling skills and active listening
• Have proven customer support experience or experience as a client service advisor within a Contact Centre environment
• Have a proven track record of meeting or exceeding KPIs
• Be familiar with CRM systems and practices
• Have Australian Telco Experience

Responsibilities

• Effectively manage daily inbound and outbound calls, emails, chats, and social media
• Meet service level agreements (SLAs) consistently
• Serve as a subject matter expert for all aspects of our products and services
• Accurately log and maintain customer records
• Share knowledge with customers and colleagues to maximize self-help opportunities
• Manage ticket escalation and resolution within SLAs
• Continuously strive to retain customers, providing support and escalating issues as needed
• Effectively manage emails, chats, and social media inquiries
• Effectively manage call demand – inbound and outbound
• Identify, assess, and resolve customer needs on a first-call resolution basis
• Build and maintain quality relationships with customers through open and honest communication, building trust in our service
• Ensure up-to-date product and system knowledge and maintain this continuously
• Achieve and exceed personal and business KPIs
• Provide a measured and results-focused approach to customer complaints, ensuring SLAs are achieved for resolution time
• Check and create activation codes and successful activations
• Accurately update systems with detailed notes on all customer interactions. Specifically, CRM and billing systems
• Manage to conclusion any queries escalated to other departments or 3rd parties
• Check and process refunds and credit notes
• Create and process manual customer invoices
• Complete SAI allocations
• Reactivate customer accounts following service suspension
• Always go the extra mile for our customers
• Always seek to prevent and minimize churn

Preferred Qualifications

• Be a good team player within your department and the company
• Ability to adapt/respond to different types of characters
• Ability to manage time effectively
• Customer orientation and ability to multi-task, prioritize

Benefits

Work-from-home role with intermittent in-office training in Ortigas