job description
Are you a seasoned customer support professional looking to elevate your career? Office Partners 360 is seeking a highly skilled Tier 2 Customer Service Representative to join our high-performing team in Cebu City. In this pivotal role, you will act as a subject matter expert, handling complex technical and non-technical inquiries that require advanced problem-solving skills and a deep understanding of our service protocols.
At Office Partners 360, we pride ourselves on delivering world-class support. As a Tier 2 representative, you won't just be answering questions—you will be the bridge between our customers and specialized resolutions. We offer a vibrant, supportive culture, competitive compensation, and clear pathways for internal promotion. If you are detail-oriented, tech-savvy, and passionate about turning frustrated customers into loyal brand advocates, we want to hear from you!
Responsibility
- Handle and resolve high-level, complex customer issues escalated from Tier 1 support.
- Conduct thorough research using internal knowledge bases and technical tools to provide accurate resolutions.
- Document all interactions with precision in the CRM system to maintain data integrity.
- Collaborate with cross-functional teams to escalate critical bugs or systemic process issues.
- Maintain high levels of customer satisfaction (CSAT) and meet individual performance KPIs.
- Act as a mentor for new hires or Tier 1 agents by sharing best practices and technical insights.
- Ensure compliance with company security protocols and quality assurance standards.
Qualifications
- At least 2 years of experience in a BPO or customer service environment, specifically in a Tier 2 or specialized support role.
- Strong analytical and troubleshooting skills with the ability to navigate multiple complex software platforms.
- Excellent command of the English language, both verbal and written.
- Proven ability to remain calm, professional, and empathetic while handling difficult situations.
- High school diploma or equivalent; college degree is a plus.
- Flexible to work in varying shifts and schedules as required by operations.
- Demonstrated ability to meet and exceed quality and productivity targets.