About the job XTN-A481945 | CUSTOMER SUPPORT ASSOCIATE
Enseo in partnership with KMC MAG Solutions PH, is looking for Customer Support Associates (CSA) who will receive all incoming communications from Calls, Chat, Emails and Web Tickets. He / She / They are responsible for understanding the nature of the problem, updating User Profiles & with the correct information through Ticketing System. They must make Enseo’s customers feel important, understand their concerns, provide probing questions, suggest basic troubleshooting and endorse tickets to Team Leaders.
- Competitive Compensation
- Comprehensive Health Coverage (HMO)
- Family-Friendly Policies
- Professional Growth
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Answer all incoming calls, chats and emails in a courteous manner using proper communication etiquette.
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Maintain a positive, enthusiastic, and professional attitude when receiving calls.
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Communicates with customers to gather details of issues / inquiries to correctly identify and assess customers' needs.
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Able to troubleshoot simple WI-FI connection problems for Hotel Personnel / Guests
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Able to troubleshoot Smart TV display problems, streaming applications and channels.
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Able to connect Laptops, Mobile device, and Gaming consoles to Enseo Services
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Should be able to track call tickets of customer interactions for documentation.
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Able to determine the severity / magnitude of the problem
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Able to determine how Channels are broadcasted in the rooms
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Able to determine Network type of properties (LAN, WLAN, DOCSIS)
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Demonstrate proper endorsement of call to Team Leaders, Supervisor and Technicians.
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Maintain an average of 10 to 30-minute call handling time / 30-38 Calls per day
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Must be available for Regular & Rest Day Overtime
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Perform other duties related to Ticket management as required by Team Leaders.
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Open to college graduates
- Strong communication skills.
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Willing to work full-time onsite in SM North Edsa Quezon City
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Amenable to shifting schedules and holiday work.
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Experience supporting cables, channels and other hotel related concerns.
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Experience using Microsoft, Zendesk, and similar tools
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Experience supporting customers with account access, system navigation, or basic troubleshooting concerns
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Background in teaching, training, or other roles that involve guiding users step by step
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Experience working with complex products that require continuous learning