Medical & Life Security:

• HMO Benefits

Rewards:

• Service Incentive based on Tenure
• Account Specific Incentives

Employee Privilege Program:

• Harte Hanks Badge Partners (ICare, Ideal Vision, Anytime Fitness/Golds Gym, etc.)
• Monthly B-LOOP Allowance (Communication Load Allowance)

Position Summary:

Provides top-quality technical assistance to all customers of a well-known brand of Android mobile phone. Interacts with a team of Tier 1 and Tier 2 agents, and supports the Team Captain in all initiatives aimed at driving team / individual performance and attaining team goals. As part of this team, you will handle customer service/product support calls/emails. You will be responsible to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction. A combination of being a good listener, articulate, patient, and possessing the ability to explain a wide range of troubleshooting concepts to customers of varying levels of technical ability while maintaining a pleasant disposition makes an ideal agent.

Job Description

• Make sure the correct symptom codes are used
• Demonstrates knowledge of Bluetooth – create the pairing with PC, connect headset, car kit
• Ability to move Media from PC to Phone – using Bluetooth, data cable or memory card
• Ability to answer questions about specs of any phone that has been released
• Verifies software and hardware versions of each Android phone model
• Handles any connectivity issues related to the correct model for the phone.
• Demonstrates knowledge on how to check software version, and how to update as well.
• Knows how to verify necessary steps to connect the phone to the computer.
• Knows the basic hardware of the Smartphone – basic usage (e.g. how to insert the SD card)
• Provides detailed notes over any product issue and escalation
• Educates customer on device features
• Applies basic troubleshooting steps according to related issue

Required Experience, Skills & Education:

• At least completed 2 years in College/K-12, or any equivalent Tech-Voc course.
• Above average communication skills
• Computer literate with basic knowledge on Android OS.
• Demonstrates awareness of consumer electronics and technology
• Amenable to work on shifting schedule and graveyard shift
• Of legal age (18 years old and above)

Location: Market Market

Position Summary:

Provides top-quality customer service and technical assistance to all customers. Interacts with a team of Tier 1 and Tier 2 agents, and supports the Team Captain in all initiatives aimed at driving team / individual performance and attaining team goals. As part of this team, you will handle customer service/product support calls/emails. You will be responsible to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction. A combination of being a good listener, articulate, patient, and possessing the ability to explain a wide range of policies and concepts to customers while maintaining a pleasant disposition makes an ideal agent. In addition the agent will be expected to respond to email inquiries and retain customers for such services.

Job Description

• Offer operational assistance to consumers (Electronic/Medical Products)
• Responsible for answering all incoming calls and initial troubleshooting on all products: product training will be provided to cover simple troubleshooting and policies in all product categories
• Refer authorized service centers, dealers and parts distributors
• Provide product information and troubleshoot problems
• Provide missing job orders or accessories
• Extend manufacturer's warranty issue documents (Proof Of Purchase / Warranty Extensions)
• Act as liaison between customer and authorized service center, distributor or Regional Service Engineer
• Product exchanges under certain circumstances
• Will have the resources (access and use of knowledge base) and expertise to respond to queries in all product areas in depth
• Responsible for opening and closing SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible
• Accurately document problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolve the issue
• Resolve or escalate end user problems: Tier 1 takes the call, logs the appropriate information and attempts to resolve the call - If Tier 1 is unable to resolve a problem a complete SAP Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2

Available Positions

• Project-based
• Bi-lingual (Regular)
• Regular

Required Experience, Skills & Education:

• At least completed 2 years in College/K-12, or any equivalent Tech-Voc course.
• Above average communication skills
• Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for upsell agent only)
• Demonstrates awareness of consumer electronics and technology
• Customer Focus
• Interpersonal Skills
• Problem Solving Skills
• Quality Focus
• Ownership
• Multitasking ability
• Amenable to work on shifting schedule and graveyard shift

Additional requirements

For bi-lingual applicants:

• Spanish-English (Local)
• Japanese-English
• French-English

For project-based applicants:

• 18 years old and above
• Can commit to 5-10 days of employment
• Willing to work on graveyard shift and shifting schedule
• Amenable to work at Five E-Com Center, Palm Coast Ave., MOA Complex, Pasay City

Location: Market Market

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Sonny

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