Deskripsi Pekerjaan
At Fresh Prints, we are looking for a dedicated Customer Support Agent (Level 1) to join our team in the Philippines. As the frontline executor of customer communication and predefined exception workflows, you will be the first point of contact for our customers, ensuring their inquiries are handled promptly and professionally. Your role is vital in maintaining our commitment to exceptional customer experience. You will work with our innovative platform, Parsel, to resolve issues, provide information, and escalate complex problems as needed. This is a fantastic opportunity to start your career in customer support with a dynamic and growing company.
As a Level 1 Support Agent, you will be responsible for handling incoming requests via email, chat, and phone, using predefined scripts and workflows to ensure consistent and efficient service. You will collaborate with other teams to improve processes and contribute to a positive team culture. If you have excellent communication skills, a problem-solving mindset, and a passion for helping others, we want to hear from you.
Tanggung Jawab
- Serve as the primary point of contact for customer inquiries via email, chat, and phone
- Execute predefined exception workflows and standard operating procedures
- Document customer interactions accurately in the CRM system
- Identify and escalate complex issues to senior support or relevant departments
- Contribute to the continuous improvement of support processes and knowledge base
- Maintain high customer satisfaction scores through professional and empathetic communication
- Collaborate with team members to achieve service level agreements (SLAs)
- Assist in training new team members as needed
Kualifikasi
- High school diploma or equivalent; associate or bachelor's degree a plus
- Excellent verbal and written English communication skills
- Strong problem-solving abilities and attention to detail
- Ability to multitask and thrive in a fast-paced environment
- Basic computer literacy and familiarity with CRM software
- Customer service experience preferred but not required
- Willingness to work flexible hours, including weekends and holidays if needed
- Reside in the Philippines and have a quiet home office setup