ROLES AND RESPONSIBILITIES
Customer Experience
1. Provides high-level of customer experience through maintaining strong relationships with Clients.
2. Addresses and resolves Client’s inquiries, requests and complaints.
3. Facilitates screening and receiving of products that require post-sales service.
4. Verifies necessary documents prior to release of repaired or pulled-out product of the Clients.
5. Handles call and e-mail correspondence related to pre and after sales repair activities of each item.
6. Knowledge of product diagnosis, technical repair and the prescribed Turnaround Time (TAT) for such repair.
7. Conducts thorough quality checking and testing on all repaired units prior to release to Clients.
8. Ensures to accomplish written Technical Reports and Weekly Call Volume Reports.
9. Maintains an orderly and clean area in compliance with Electrostatic Discharge (ESD) requirements.
10. Efficiently applies the Apple warranty guidelines and procedures, including AppleCare Protection Plan (ACPP).
11. Knowledge of reportorial requirements of Engineers to be able to achieve Customer Satisfaction (CSAT) targets.
12. Knowledge of all safety protocols Engineers need to perform.
13. Knowledge of Apple warranty guidelines.
Operational Functions
1. Keeps abreast and updated on the latest Apple products, technical bulletins, and repair procedures.
2. Ensures that all Service documentation is completed in a timely and accurate manner.
3. Maintains and safekeeps fixed assets of the Company at all times.
4. Abides by Service Policies and reinforces confidentiality and security of files and database.
5. Protects the image and interest of the Company at all times.
6. Performs other related tasks that may be assigned from time to time.
EDUCATION / EXPERIENCE
* Graduate of Information Technology, Electronics and Communication Engineering, or any four-year Computer-Related course. With at least 6 months experience in Customer Service and Technical Service or Repairs.
Job Types: Full-time, Fresh graduate
Pay: Php16,000.00 - Php19,000.00 per month
Benefits:
* Additional leave
* Company Christmas gift
* Company events
* Employee discount
* Health insurance
* Life insurance
* Opportunities for promotion
* Paid training
* Promotion to permanent employee
Schedule:
* 10 hour shift
* Shift system
* Weekends
Supplemental Pay:
* 13th month salary
Education:
* Bachelor's (Preferred)
Experience:
* Customer Service Representative: 1 year (Preferred)
Language:
* English (Preferred)
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