Customer Service Associate

Responsible for providing telephone and email support to customers both locally and overseas. The Customer Service Associates rotate in shifts to ensure 24/7 support coverage.  They must be committed to meeting or exceeding customer expectations by understanding customer needs and providing both short-term and long-term solutions to address them. The CSA’s are expected to provide solutions in the shortest time possible without compromising the quality of service provided.

Qualifications:

  • Graduate of any 4-year course from a reputable College or University

  • Possess a high sense of customer satisfaction

  • 1-year experience supporting end-users.  Experienced doing IT CSR/Help Desk support a plus.

  • Must possess excellent oral and written English and Filipino communications skills.

  • Must be willing to work on a 24x7 shifting schedule

  • Good problem solving and decision-making skills.  Able to work with minimum supervision

  • Highly organized; able to keep schedules and commitments

  • Has a strong sense of urgency and consistently shows the ability to resolve operations and service issues within a short time span

  • Display ownership of responsibilities, concerned with ensuring both short- and long-term solutions are in place for assigned operation processes

  • Has a keen eye for detail

  • Should have a pleasing disposition

  • Should be familiar working with Web, Mobile applications and Microsoft Office applications (Word, Excel and Outlook Email)

Key Job Duties and Responsibilities:

  • Respond to inquiries, complaints, and requests from external and internal customers via phone, email, or chat

  • Provide customers with product and service information

  • Monitor order requests to ensure fulfillment by communicating with designated partners and department

  • Identify, troubleshoot and resolve customer issues using the computer system like account/product webtool and other online services

  • Follow-up on customer inquiries not immediately resolved

  • Complete call logs and other related reports from customers and products

  • Recommend process improvements

Interested applicants, please send your resume to careers@ayannah.com with subject heading "Job Application - <Position>, <Last Name>, <First Name>". Kindly include an introduction/cover letter in your e-mail.