• To provide CIRIUM customers with a high level of customer services responding to all enquires received via live chat and or email
• To provide first level contact and convey solutions to CIRIUM Customers through troubleshooting intermediate product issues
• Manage and handle both inbound telephone calls and emails for the CIRIUM Customer Service queue both on technical aspect and product inquiries while managing high level of customer care
• Manage and maintain helpdesk ticket tracking software used Update customer data and produce activity reports, ensuring proper recording, documentation and closure
• Follow up with customers, provide feedback and see problems through to resolution
• Work alongside colleagues in the Americas and EMEA/APAC Client Services teams
• Properly escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed
• Recommended workflow modifications or improvement as deemed necessary to improve processes
• Access and entitlement related issues/ cookie reset/browser cache management, password reset and user change, add/remove user
• Assist on the request/User List, Usage report Access Setup (Internal and External), Product guidance and
• Product guidance and support, product and content questions

Qualifications:

• Bachelor's degree holder in any field
• At least completed 2nd year college (with no back subjects/incomplete units) but should have relevant experience
• Minimum of 2 years Customer Support Experience (customer service/technical support experience)
• Experience in email and ticket management is an advantage
• Aviation background is preferred
• Excellent Communication Skills

• Demonstrated knowledge and proficiency in Microsoft office applications

• Knowledge in salesforce, JIRA, Confluence is a plus

• No attendance/proximity issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

• REPH Employee with minimum of 1-year tenure in the current role.

• Must not have received any Disciplinary Action within the past 12 months

• Must not have any Attendance and Punctuality issues in the past 12 months

• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months

• Must have a successful or above rating in the last Enabling Performance cycle

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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