Job family purpose statement

 The Customer Support Center (CSC) handles interactions received by the department that is based onshore in Deer Valley, Phoenix Arizona. Interactions vary from Customer contact/interactions, Chats and Emails from clients' consumers, employees, and other customers. The CSC handles consumer needs from accounts and services assistance, access issues, rewards and loyalty handling, store transactions and payment concerns, inquiries/complains/commendation for our Retail andBackstage Employees and other consumer related interactions.

Job function Customer Support Representative

Job summary

 Serves customers by providing product and service information and resolving product and service

problems.

Core responsibilities

 Opens customer accounts by recording account information.

 Maintains customer records by updating account information. Resolves product or service problems by

clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the

best solution to solve the problem, expediting correction or adjustment, and following up to ensure

resolution.

 Handle customer questions and service requests.

 Communicate in the language of the customer by avoiding technical terminologies and jargon.

 Gather information from customer by asking probing questions to analyze issues and identify underlying

problem/s.

 Primary skill to handle voice contacts blended with non-voice (chat/email).

Reporting relationships

 Reports to (solid line manager): Operations Supervisor

Competencies Required

 Skills, industry knowledge:  Technologically capable in various CRM software and related systems

 Team player; Excellent organizational, interpersonal, and time

management skills

 Ability to adopt standard practices and procedures set in the

organization with detailed instructions.

 Self-starter, with a demonstrated ability to learn beyond formal

training with a strong aptitude for delivering quality products.

 Good English Communication and Interpersonal skills with the ability

to work effectively in a matrixed organization.

 Ability to communicate effectively in American Conversational

English, with neutral accent.

 Must be willing to work any shift schedule, as aligned to US-based

operational requirements.

Philtech- Customer Support Center

 Relevant experience:  At least 6 months experience in a contact center

 Education degree, course,

certification:

 Bachelor of Arts / Science degree/graduate

Preferred

 Skills, industry knowledge:

 Relevant experience:  Retail, travel, ecommerce accounts

 Education degree, course,

certification:

 Bachelor of Arts / Science degree:

o Hospitality Management

o Tourism

o Business Administration