EOI: Lead CSR

Makati City - National Capital Region - Philippines JOB SUMMARY The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve escalated complaints. ESSENTIAL DUTIES AND RESPONSIBILITIES Key contact for Customer Service Representatives on escalated customer issues and complaints. Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues. Generates and dispatches service request work orders for completion by vendors. Schedules conference rooms and audio visual equipment. Responds to customer inquires and concerns. Follows up with customers to ensure customer satisfaction. Key contact for Customer Service Representatives on escalated customer issues and complaints. Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information. Contacts customer for additional information and communicating the steps in the work order process. Runs, reviews, and distributes various customer service reports as necessary. May generate and dispatch service request work orders for completion by vendors. May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Center procedures. Provides informal assistance such as technical guidance and/or training to co-workers. Other duties may be assigned. SUPERVISORY RESPONSIBILITIES No formal supervisory responsibilities in this position. May provide informal assistance such as technical guidance and/or training to coworkers. May coordinate work and assign tasks. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and EXPERIENCE High school diploma or General Education Degree (GED). Minimum of 4 years facility/property management or call center related experience. CERTIFICATES and/or LICENSES None COMMUNICATION SKILLS Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees. FINANCIAL KNOWLEDGE Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages. REASONING ABILITY Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills. OTHER SKILLS and ABILITIES Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM. SCOPE OF RESPONSIBILITY Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor. #J-18808-Ljbffr