Tier 2 CSR for Employee Help Desk

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced TIER 2 Customer Service Representative to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Tier 2 CSRs are responsible for handling customer complaints and resolving issues that can’t be handled at the frontline level. They work with customers to identify their concerns, determine the best course of action, and resolve any outstanding issues in a timely fashion.

Responsibilities:

• Handle customer inquiries and resolve concerns promptly and professionally
• speak to US clients and assisst them with their concerns
• Provide accurate and detailed information about our products/services to customers
• Handle escalated concerns
• Ensure customer satisfaction and loyalty through effective communication and problem-solving skills
• Maintain customer records and update relevant information in the system
• Meet or exceed individual and team targets

Requirements

• At least 1 year of BPO experience supporting US clients
• Excellent verbal and written English skills
• Must be willing to work night shifts
• Must be willing to work on-site in SHAW, MANDALUYONG

Benefits

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives