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Advisor, Operations in Pasig City, NCR at Concentrix

Date Posted: 2/19/2018

Job Snapshot

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    Not Specified
  • Date Posted:

Job Description

Job Description:
The Project Avalon Care Advisor is responsible for end-user satisfaction through answering questions and resolving customer concerns over the phone.
Roles and Responsibilities:
1.  Specific duties include:
a.     Ensure contact resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction

b.     Utilize “P.A.I.R.” concept: Probe, Analyze, Isolate, and Resolve, as a roadmap for troubleshooting the problem, driving the call to resolution

c.      Diagnose and provide a path to resolving inquiries related to all aspects of the appropri- ate Program. This includes hardware, software, networking, and interactions with the host computer OS and applications
d.     Accurately log all interactions via Avalon’s Contact Management System
e.     Utilize Avalon’s documented technical and procedural information to resolve customers’ issues in a timely fashion while being able to understand which issues aren’t covered by the documented materials and the proper place for escalation of these unresolved issues
f.       Diagnose and provide a path to resolving inquiries related to all aspects of the device or product, including hardware, software, networking, operating system, applications, and interactions with the host computer operating system and applications
g.     Act as Avalon’s “surveillance net” for potential product issues

2.  Competencies include:
a.     Proficient English Skills - Excellent communications skills covering speaking, listening, reading and writing

Ø Can understand a wide range of demanding, longer texts, and recognise implicit meaning.
Ø Can use language flexibly and effectively for social, academic and professional purposes.
Ø Can produce clear, well-structured, detailed text on complex subjects, showing controlled use of organisational patterns, connectors and cohesive devices.
a.     Motivated, upbeat individual
b.     Able to work independently
c.      Excellent interpersonal and teamwork skills

d.     Strong multitasking skills
e.     Ability to work in dynamic situations
  1. Ability to work toward a goal

  2. Ability to identify solutions based on written procedures, guidelines, and process tools
  3. Takes passionate ownership for customer issues

  4. Ability to communicate with the customer in an empathetic fashion

  5. Ability to negotiate with customer on various solutions

  6. Ability to diffuse an angry customer through effective customer skills

  7. Positive attitude emphasizing tact and diplomacy

  8. Ability to listen and identify root problems
3. Experience include:
  1. Experience troubleshooting technical problems with computers, cellular devices, telecommunications equipment, cellular networks and the like
  2. Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents
  3. Has experience troubleshooting technical problems with personal computers, peripheral equipment, software applications, networks and other devices
  4. Ability to change system settings via control panels or system preferences
  5. Experience with computer based Personal Information Management applications. Examples include iCal, Address Book, Outlook Express, Outlook, Windows Calendar and Win- dows Contacts
  6. Ability to install and remove applications
  7. Experience troubleshooting common system problems, including problems with externally connected devices such as printers, external drives, or portable media players
h.     Practical experience with printers, PDAs, MP3s, Tablets external hard drives and input devices as well as their peripheral connection types: USB, Firewire, and Bluetooth

i.       Ability to identify and describe the function of major hardware components found in any personal computer

j.       Basic understanding of data storage, file systems, and optical media

k.     Knowledge of network hardware: cables, routers, and modems

l.       Experience with digital content management such as photos, movies, and music

m.  Ability to isolate user specific files and content as they relate to the functionality of the computer’s applications