Customer Support/Ops Coordinator I-1
Job Description
Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively. Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines. Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience. Has working knowledge and skills.
Key accountabilities:
Customer Assistance: Act as the first point of contact for customers during the subscription renewal period, responding promptly to inquiries via email, phone, and chat
Issue Resolution: Handle and resolve any issues related to billing, account access, and subscription management, ensuring customer satisfaction
Sales order processing: Handle basic sales order processing where required if the renewal needs updating or updated paperwork such as new order forms or re-issuing opportunities
Information Clarification: Provide clear and concise explanations regarding subscription terms, pricing, and product or service changes. This includes educating customers on the benefits of renewing their subscription, any new features or updates, and other relevant information
Feedback Collection: Gather customer feedback and suggestions to improve the subscription renewal process and customer experience
Escalation Management: Identify and escalate complex issues to the appropriate departments (e.g., billing, technical support, or training teams) when necessary
Documentation: Maintain accurate and up-to-date records of customer interactions, ensuring all queries are tracked and resolved efficiently
Qualifications:
Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
3 years BPO experience
Strong communication skills (verbal and written), with the ability to explain complex information in a clear and customer-friendly manner
Previous experience in customer service, technical support, or subscription management is preferred
Excellent problem-solving skills with a proactive approach to resolving customer issues.
Ability to handle multiple inquiries and prioritize tasks effectively
Ability to handle standard sales processes with confidence and attention to detail
Familiarity with CRM systems or customer support platforms (e.g. Salesforce)
A customer-first mindset, with a high level of empathy and patience
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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