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.

What you’ll bring to the table:

• Provide support across live chat, email, phone, social media, and App reviews
• Uphold the client brand, champions fan loyalty, and the guest experience
• Deliver exceptional service, to achieve required customer satisfaction targets
• Respond and resolve queries efficiently, in a timely manner
• Maintain up to date knowledge of products and updates to the product
• Adhere to and follow any client processes to resolve queries
• Ensure that any or all relevant information, and detail of query, is recorded accurately and timely in the CRM
• Take ownership of queries or complaints by customers, to resolve their concerns
• Maintain a clear and consistent tone of voice that reflects the client brand in line with quality and language guidelines
• Highlight any potential contact drivers and shares learnings gathered with the team
• Demonstrate 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

You’re the perfect fit if:

• 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
• Same-sex Partner Dependent for HMO
• Flexible scheduling based on program needs
• Performance incentives on selected programs
• World-class virtual support
• Career development & advancement opportunities