Onsite Field Service Engineer 2
Illumina
Customer Service Agent
ZigZag Offshoring
full-time
Posted on:
Origin: • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Respond to customer inquiries, complaints, and requests via email and/or phone promptly and professionally, adhering to established response time standards.
- Assist customers with order-related inquiries, including order status, tracking, cancellations, modifications, and returns.
- Identify customer issues and concerns accurately, troubleshoot problems, and resolve them to ensure customer satisfaction.
- Build rapport and establish trust with customers by demonstrating empathy, patience, and professionalism.
- Identify and escalate complex or unresolved issues to appropriate teams or supervisors, ensuring timely resolution and customer satisfaction.
Requirements
- Availability and willingness to work full-time on-site training for 3-6 months then hybrid setup after
- Proven experience in a customer service role, preferably in the e-commerce industry.
- Ability to multitask and work effectively in a fast-paced environment.
- Active listening and problem-solving abilities
- Strong interpersonal skills and ability to build rapport with customers.
- Flexibility to work shifts, including, weekends, and holidays, as needed.
- Flexibility to work on shifting dayshift schedule
- Experience with Zendesk ticketing software and eCommerce is a plus.
