Customer Care Associate | I.T. Support
Stradcom Corporation
- Quezon City, PhilippinesEast Avenue, Quezon City, Metro Manila, PhilippinesQuezon CityMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Posted 2 months ago and deadline of application is on 26 Dec
Recruiter was hiring 2 days ago
2024-10-01T00:08:51.198395+00:002024-12-26T16:00:00+00:00Job Description
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- Receive problems, concerns and issues from external and internal clients via telephone, email or “chat”;
- Entertain and provide answers to queries from the general public regarding client services and procedures;
- Check and monitor status of assigned sites/clients regularly which includes Start-of-Day process and transactions being processed;
- Evaluate and isolate the problems and provide client with first level solution. Otherwise, escalate the problems to concerned support group/s. He/she classifies the received calls or incidents according to type and priority level;
- Log calls in the call tracking and management system (HelpDesk System) and ensure that problems received from clients and sites are acted upon and resolved accurately and in a timely manner;
- Meet customer satisfaction by getting the average Call Handle Time (CHT) which refers to the time it takes to complete a call;
- Meet or exceed performance and operational efficiency by getting the average handled calls, which refers to the volume of work that a Customer Care Associate/Specialist produces for a particular period of time against the team’s productivity;
- Meet target Resolution Rate, which refers to the percentage of service request resolved versus the total server request handled by Customer Care Associate/ Specialist;
- Maximize revenue by one-call resolution rate, which refers to calls resolved upon initial contact;
- Consolidate all calls received, identifies most common problems and provides the information to the Assistant Manager, Customer Care ;
- Provide support to project-related activities such as migration, maintenance services and weekend special activities and attends project meetings as scheduled;
- Monitor incidents, follow-up resolution and ensures that updates are provided to the client;
- Ensure that investigation and resolution are entered into the Help Desk System;
- Generate and prepare periodic and ad-hoc reports that may be required by Assistant Manager, Customer Care and/or Customer Care Manager; and,
- Perform other job-related tasks that may be assigned by superior/s from time to time.
Minimum Qualifications
- BS in Information Technology, Computer Science, Computer Engineering, Computer Management, or any IT-related course.
- Does not require any licensure. Having certifications is an advantage.
- Accepts fresh graduates.
- Work experience in a similar work environment is an advantage.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- East Avenue, Quezon City, Metro Manila, Philippines
- Industry
- Information Technology / IT
- Vacancy
- 2 openings
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About Stradcom Corporation
Stradcom Corporation is the IT Company behind the computerization of the Land Transportation Office (LTO) of the Philippine government.
Through the LTO-IT Project, Stradcom established a multi-billion peso IT infrastructure by which the LTO has been serving the 85,000 motor vehicle registrants and driver license applicants who come to its 300 nationwide offices daily.
We are thus looking for talented individuals to join us, whether seasoned professionals seeking a change of pace and direction or new graduates wanting to explore frontiers and pursue a fulfilling career.