As a Customer Service Associate for our Video On-Demand Streaming Services account in Taguig, you'll handle billing issues, bundle activations, cancellations, unexpected charges, and package switches to enhance the customer experience.

How You’ll Make an Impact:

• Supports across live chat, email, phone, social media, and App reviews
• Upholds the client brand, champions fan loyalty, and the guest experience
• Delivers exceptional customer service, to achieve required customer satisfaction targets
• Responds and resolves customer queries efficiently, in a timely manner
• Maintains up to date knowledge of products and updates to the product
• Adheres to and follows any processes to resolve customer queries
• Ensures that any or all relevant customer information, and detail of query, is recorded accurately and timely in the CRM
• Takes ownership of queries or complaints raised by customers, to resolve their concerns
• Maintains a clear and consistent tone of voice that reflects the brand in line with quality and language guidelines
• Highlights any potential contact drivers and shares learnings gathered with GX team
• Demonstrates a full understanding of the business processes, procedures, and relevant product knowledge and systems so that accurate information is always provided to the customer
• Any other tasks assigned by supervisors

Key strengths for this role:

• Customer Service experience is preferred
• At least High School Graduate
• Excellent verbal and written communication skills
• Has a passion for providing an exceptional Guest experience
• Basic computer skills, typing/keyboard skills and experience in navigating across different IT systems
• Strong problem-diagnosis and problem-solving skills
• Demonstrates a strong understanding of customer satisfaction and service excellence
• Able to work with a dynamic team and has great attention to detail

The good stuff coming your way:

At Sutherland, you’re a big deal. That’s why from day one, you’ll enjoy perks and benefits designed to help you grow, achieve more, and build the career you deserve.

• Paid training
• Paid time off
• Vision, dental, and health benefits
• HMO + Dependent (including same-sex partner)
• Flexible scheduling based on program needs
• Performance incentives on selected programs
• World-class virtual support
• Career development & advancement opportunities