Customer Service Agent, Level 1

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary support contact for customers and users of PelicanCorp’s xAccess hosted solutions.

• Assist customers throughout the process from sales order to implementation and ongoing operations.

• Handle incoming phone calls, emails, and online chat interactions.

• Address customer inquiries and provide assistance with basic troubleshooting.

• Guide users to pertinent knowledgebase articles.

• Resolve product or service issues by clarifying questions and identifying underlying causes.

• Choose and articulate the most suitable solution.

• Facilitate corrections or adjustments and follow up to ensure the issue is resolved.

• Acknowledge, triage, evaluate, and prioritize incoming communications.

• Resolve or escalate issues as necessary.

• Keep records of customer interactions, transactions, comments, and complaints.

• Collaborate with other team members.

• Execute Level 1 operational tasks to maintain optimal system performance.

• Update the product knowledge base with newly identified and resolved issues.

• Contribute to team objectives by completing related tasks.

⛳️ Requirements

• Handling phone calls, emails, and online chat sessions.

• Responding to customer inquiries and assisting with basic troubleshooting tasks.

• Directing users to relevant knowledgebase articles.

• Clarifying customer inquiries and identifying the root causes of issues.

• Selecting and explaining appropriate solutions.

• Facilitating corrections or adjustments and following up to ensure resolution.

• Maintaining a positive, empathetic, and professional demeanor.

• Responding promptly to customer inquiries.

• Communicating through phone, email, and online platforms.

• Acknowledging and triaging customer communications.

• Evaluating incoming inquiries and prioritizing them accordingly.

• Performing basic troubleshooting, with the ability to resolve or escalate as needed.

• Following up with customers in accordance with service level agreements (SLAs).

• Keeping accurate records of customer interactions, transactions, comments, and complaints.

• Coordinating and communicating with team members.

• Ensuring customer satisfaction by providing professional support.

• Adhering to communication procedures, guidelines, and policies.

• Executing Level 1 operational tasks to ensure system health.

• Updating the product knowledge base with newly discovered and resolved issues.

🏝️ Benefits

• Opportunities for learning, mentoring, and support.

• Team-building events.

• Company-wide celebrations.

• Wellness programs.

• Access to world-class office spaces in prime business locations.

• Opportunities to engage directly with international clients and advance your career.

• Continuous learning and development.

• Engaging employee programs.