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CUSTOMER SUPPORT ASSOCIATE

XTN-A481945

City
Quezon City, Philippines
Schedule
Office Location
SM NORTH EDSA

Make your next big career move by applying as KMC Solutions' next 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.  

On top of your salary, here are the exciting benefits you can look forward to:

  • Competitive Compensation
  • Comprehensive Health Coverage (HMO)
  • Family-Friendly Policies
  • Professional Growth

The main responsibilities of a CUSTOMER SUPPORT ASSOCIATE include:

 

  • Answer all incoming calls, chats and emails in a courteous manner using proper communication etiquette. 

  • Maintain a positive, enthusiastic, and professional attitude when receiving calls. 

  • Communicates with customers to gather details of issues / inquiries to correctly identify and assess customers' needs. 

  • Able to troubleshoot simple WI-FI connection problems for Hotel Personnel / Guests 

  • Able to troubleshoot Smart TV display problems, streaming applications and channels. 

  • Able to connect Laptops, Mobile device, and Gaming consoles to Enseo Services 

  • Should be able to track call tickets of customer interactions for documentation. 

  • Able to determine the severity / magnitude of the problem 

  • Able to determine how Channels are broadcasted in the rooms 

  • Able to determine Network type of properties (LAN, WLAN, DOCSIS) 

  • Demonstrate proper endorsement of call to Team Leaders, Supervisor and Technicians. 

  • Maintain an average of 10 to 30-minute call handling time / 30-38 Calls per day 

  • Must be available for Regular & Rest Day Overtime  

  • Perform other duties related to Ticket management as required by Team Leaders. 

To apply, you must be an expert on the following requirements:

  • Open to college graduates

  • Strong communication skills.

  • Willing to work full-time onsite in SM North Edsa Quezon City

  • Amenable to shifting schedules and holiday work.

It will also be favorable if you are knowledgeable in:

  • Experience supporting cables, channels and other hotel related concerns.

  • Experience using Microsoft, Zendesk, and similar tools

  • Experience supporting customers with account access, system navigation, or basic troubleshooting concerns

  • Background in teaching, training, or other roles that involve guiding users step by step

  • Experience working with complex products that require continuous learning

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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