Customer Service Representative in Manila (Philippines)

Where: Manila (Philippines)

Extent of Work: Full Time

Click here to apply in English

Essential Functions:
  • Receive inbound chats and/or e-mail correspondence – gather and verify required information
  • Troubleshoot, triage, and resolve issues reported by learners via chat and email support communication channels
  • Actively review or listen to the client, taking their request for customer support and/or information
  • Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
  • Obtain a mastery of all functionality and nuances of the Coursera platform
  • Ensure proper security procedures are followed on all interactions
  • Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
  • Achieve assigned Key Performance Indicators – e.g. Chat Handle Time, E-mail Response Time, Quality, Customer Satisfaction Indices
  • Attend Team Meetings/additional training sessions as scheduled
  • Identify actionable process improvements, suggest recommendations, and test implementations
  • Performs other duties as assigned.
Critical Skills:
  • Must have at least one-year customer service experience, and/or coaching experience
  • Business Proficient English and Spanish communication skills, written and verbal
  • Technical troubleshooting proficiency (ability to read JavaScript and HTML5 a big plus)
  • Must demonstrate a courteous, professional demeanor with customers
  • Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client’s specific needs.
  • Ability to effectively probe clients to obtain information needed to process customer requests
  • Strong customer service, analytical and decision making skills
  • Ability to work in a fast-paced, hectic, changing environment
  • Ability to adhere to all organizational policies and procedures
  • Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
  • Ability to type 30 wpm minimum with accuracy
  • Must successfully pass a background check if required
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Ability to pick up new concepts and workflows quickly
Education Requirements:
  • High school diploma or equivalent required
  • Bachelor’s degree or student status at a 4 year university or equivalent preferred
  • Gulf Arabic as required language
  • Permanent Residency visa status preferred
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