Customer support is one of the few areas in which small businesses can have the edge over their bigger competitors. Why? Well, we all know that satisfied customers tend to be repeat customers as well. And thanks to their size and flexibility, small businesses can cultivate a unique brand of customer service that results in exactly that.
However, let’s not kid ourselves. When you’re a small business owner starting out, you don’t have the luxury of personally seeing to all your customers’ concerns. No, you’ve got to carry out various functions like bookkeeping, overseeing staff, and most importantly, expanding your business on top of that.
IN THIS BLOG
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1. Emphasize the remote nature of the job in the job description. - ➤
2. Pay extra attention to their communication skills. - ➤
3. Whenever possible, screen with “test projects.” - ➤
4. Allot interview questions for assessing their ability to manage themselves. - ➤
5. Always insist on at least one video interview.
Thankfully, that’s what outsourcing is for. Remotely hiring customer support is not only cost-effective. It also gives you access to a wider pool of talent that goes beyond geographical borders.
Filipino customer support representatives, for instance, are known to be the best in the remote work world. Their remarkably fluent English language skills, neutral accent, and culturally-ingrained hospitality has made them the secret weapon of many small businesses all over the globe.
So, now, the question is, how do you go about hiring a customer support rockstar for your team? Here are a few tips to bear in mind:
1. Emphasize the remote nature of the job in the job description.
Not everyone is suited for remote work, even if they have a wealth of customer service experience. A remote position will demand high levels of personal management skills (more on this later) and can be very isolating. Even the most perky customer service rep might flounder if they’re used to working alongside a team in a physical location.
For example, indicate that experience in working remotely is a huge plus in the job description. You can also state that meetings are kept to a minimum, and that the people on your team often work independently.
2. Pay extra attention to their communication skills.
This is the very crux of the job. Poor communication skills should be an automatic deal breaker.
Candidates:
Filter by Role:
*Booking interviews depend on candidates' availability and interest.
All-inclusive Rate: USD $7.18/hr
Lee
Candidate ID: 308181
ADVANCED
- Customer Service, Customer Support, Inbound Calls, Outbound Calling...
INTERMEDIATE
- Chat Support, Email management...
Median Rate
$7.18
$7.63
if $1 = PHP52
$8.79
if $1 = PHP40
Currency Fluctuation Range
*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.
**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.
Employment Preferences
(inclusive of service fee)
*Plus GST for Australian Businesses
Full Time: $USD 7.18 per hour or $USD 1244.69 per month
Remote Staff Recruiter Comments
- Candidate has more than 8 years of experience in the BPO industry.
- He worked as Customer Service Representatives and was promoted twice as Team Leader and Senior Team Leader.
- Lee worked under Telecommunication, Financial, Retail and Real Estate Campaign under US, AU and UK Client.
- His expertise would be in Sales and Customer Support. He also trained new hired employees with Software and Product Learning when he was Senior Team Lead.
- He gained experience in:
- Customer Support
- Sales (Inbound/Outbound)
- Appointment Setting
- Lead Generation
- Cold Calling
- He is knowledgeable in tools such as:
- Podio
- Slack
- SalesForce
- CRM
- Ringcentral
- Netsuite
- Avaya
- PDA Software
- Convoso
- Skype
- Rest Software
- Microsoft Applications
- He can star immediately
Predictive Index Behavioral Profile - Specialist
https://www.predictiveindex.com/reference-profile/specialist/
Strongest Behaviors:
- Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
- Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.
- Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
Lee is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.
Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Lee, who takes responsibilities very seriously.
With experience and/or training, Lee will develop a high level of specialized expertise and efficiency. Disciplined and dedicated to the job and the company. Work pace is somewhat faster-than-average, and Lee is motivated by a real concern for getting work done on time and correctly. Discipline and circumspect thinking will lend caution to decision-making; plans ahead, double checks, and follows up carefully on decisions and actions.
Employment History
ASSISTANT PROPERTY MANAGER
Industry:
Property / Real Estate
Employment Period:
November 2021 to April 2022 (5 Months)
Duties and Responsibilities:
- Check emails and respond to tenants’ inquiries
- Update Airtable every now and then
- Check online application in Inspect Real Estate
- Call Rental and Employment References through Zoiper
- Call Prospect and request for documents needed to proceed with application -Create New Tenancy in Property Tree
- Draft Lodge New Bond for New Tenancy through Bonds online
- Send Welcome Letter
- Upload Application Form and IDs in Property Tree
- Draft lease for New Tenancy document integrated REIWA Property Tree -Upload signed New Tenancy Lease in Property Tree
- Upload signed Lease and update lease start and end date through Property Tree -Draft lease renewal document integrated REIWA Property Tree
- Draft rent increase Form 10 integrated REIWA Property Tree
- Draft Bond Variation online
- Process Invoicing tenants through Property Tree
- Update Rent increase date in Property Tree
- Draft inspection report through Inspection Express
- Generate CMA (Comparative Market Analysis) Report through RP Data Core Logic -Extract and generate Lease Expiry through Property Tree to Airtable
- Extract and generate Rent Review Expiry through Property Tree to Airtable
- Extract and generate Arrears through Property Tree to Airtable
- Gather information in realestate.com.au for Suburb stock, Surrounding Suburb Stock and Median Rent -Email tenant of their intention before lease expires
- Inform and communicates with Property Managers through MS Teams or through Outlook
- Update cloud-base (Fresh Cloud) spreadsheet of Property Managers Lease Renewal Fees
- Advise and remind Property Managers if lease has not been returned by the Tenant
- Attend morning meetings everyday with Property Managers
- Attend weekly Property Manager's Meeting
Customer Service Representative
Industry:
Telecommunication
Employment Period:
September 2011 to October 2012 (13 Months)
Duties and Responsibilities:
- Assist customers in porting of numbers
- Assist customers in troubleshooting their phones
Customer Service / Technical Support
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
December 2012 to June 2013 (5 Months)
Duties and Responsibilities:
- Receive inbound calls from customer and assist them by troubleshooting their internet modem
- Provide an option and walk through with the step by step troubleshooting
- Schedule maintenance and Technician visit to customer's location
- Make sure that KPI's are met and exceed the expectation
Chat Support Representative( Norton Symantec)
Industry:
Computer / Information Technology (Software)
Employment Period:
August 2013 to February 2014 (6 Months)
Duties and Responsibilities:
- Receive incoming chats worldwide
- Assist customer with their Anti-virus issue
- Basic troubleshooting by remote access to customers computer
- Uninstalling and reinstalling Norton Anti-Virus
- Removing of virus mannually through remote access
Customer Service Representative
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
May 2013 to December 2014 (19 Months)
Duties and Responsibilities:
- Receive inbound calls from customer and assist them with activating their Netspend card
- Provide exceptional customer service
- Provide accurate information of transactions made and breakdown
VA (PROPERTY MANAGER)
Industry:
Property / Real Estate
Employment Period:
January 2014 to June 2016 (29 Months)
Duties and Responsibilities:
- Team Huddle and discuss what should be prioritized.
- Check email if rental Prospects sent their application form
- Review the form if there are missing field that the Prospect missed
- Call Landlord, co-worker, supervisor or manager as their reference number for background checking
- Review and send contracts via Email
- Contact Prospect that the application was approved, sign the contract and ask if when to move in
- Email and text to existing tenants reminding them to pay their monthly rental
- Email tenants of their eviction letter from court
- Contact repair man and schedule for repair
Senior Team Leader
Industry:
Healthcare / Medical
Employment Period:
February 2017 to May 2019 (26 Months)
Duties and Responsibilities:
- In charge of daily operation
- Interviewing of applicants
- Training of New Hires ( Account Specific )
- Reporting and discussing bonus Grid to the CEO
- Interviewing, Training and assigning of Doctors task for DME prescription
- Ensuring that agents met the expected Sales Quota for the day
Team Leader II
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
December 2019 to July 2021 (19 Months)
Duties and Responsibilities:
- Coaching and feedback to 15 agents
- Upload and serve sanctions during coaching session
- Extract and filter Team Break and Shifting Schedule to G-sheet
- Collate pay disputes for the whole site
- Huddle and update team standing
- Tracks all system issues reported by the agent
- Other Admin Tasks assigned by Operations Supervisor
Education History
Field of Study:
Hospitality/Tourism/Hotel Management
Major:
BSMT
Graduation Date:
March 15, 2005
Located In:
Philippines
License and Certification: :
N/A
Skills
ADVANCED ★★★
- Customer Service, Customer Support, Inbound Calls, Outbound Calling, Virtual Assistant Skills, Leadership, Team Management,
INTERMEDIATE ★★
- Chat SupportEmail management
Work at Home Capabilities:
- Internet Bandwidth: Between 5mbps to 100mbps
- Working Environment: Private Room
- Speed Test Result: Download: 16.42, Upload: 33.78
- Internet Type: DSL
- Hardware Type: Desktop
- Brand Name: Dell
- Processor: Core i5
- Operating System: Windows 10
All-inclusive Rate: USD $6.20/hr
Jennifer
Candidate ID: 305945
ADVANCED
- Customer Service, Technical Support, Chat Support, Hubspot CRM...
INTERMEDIATE
- Administrative Skills...
Median Rate
$6.20
$6.52
if $1 = PHP52
$7.35
if $1 = PHP40
Currency Fluctuation Range
*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.
**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.
Employment Preferences
(inclusive of service fee)
*Plus GST for Australian Businesses
Full Time: $USD 6.20 per hour or $USD 1074.54 per month
Remote Staff Recruiter Comments
- Jen took Nursing in college and has 10 years of work experience in the BPO industry. She was a Technical Support Specialist for a telecommunications account catering to US-based clients and she recently worked as a contractor of Remote Staff for almost 5 years.
- She was a Customer Service Support for an e-commerce business in Australia through Remote Staff where she was exposed to logistics (tracking parcels and coordinating with drivers) and became familiar with freight forwarding. She was exposed to monitoring and tracking of orders too.
- She is competent in providing customer service through calls, emails, and chats.
- She used to work with manufacturing companies that sell gadgets like laptops, TVs, accessories, and other electronic products.
- She is highly skilled in supporting the following tasks:
- email management
- calendar management
- data entry
- phone handling
- sales
- appointment setting
- account management
- vendor verification
- onboarding of business partners
- She has basic knowledge of lead generation.
- She handled an average of 128 tickets for calls, emails, and chats.
- She is proficient with MS Office, Amazon, Zendesk, Freshdesk, Power BI, Air Table, Slack, and Google Suite.
- She is available to start immediately and is amenable to working part-time in any schedule.
Strongest Behaviors
- Detail-oriented and thorough; works to ensure things don’t fall through the cracks and follow up to ensure they’re done properly and on time.
- Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
- Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
Jennifer is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.
Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Jennifer, who takes responsibilities very seriously.
Employment History
Senior Customer Support Associate
Industry:
Transportation / Logistics
Employment Period:
August 2018 to March 2023 (55 Months)
Duties and Responsibilities:
- Assisted customers via phone calls, emails, and chats.
- Managed the tracking of returns and deliveries for parcels from local stores.
- Took on the role of escalation support and process trainer.
- Served as dispatch support for the Amazon home delivery project in 2020.
- Supported account managers in the onboarding process for new partner stores, including sending contracts, creating profiles in Airtable, and conducting phone call training.
- Contributed to the loss prevention team by identifying and resolving missing parcels in store
Technical Support Specialist
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
July 2013 to August 2018 (61 Months)
Duties and Responsibilities:
- Assisted customers in troubleshooting home phone, internet, and television (FIOS) issues.
- Initiated technician dispatches to the area if problems could not be resolved over the phone.
- Coordinated with the network office for outage diagnosis. Sales
- Guided customers in selecting the right laptop for their needs and processed online orders.
- Addressed customer inquiries regarding order status, returns, and exchanges.
- Creating quotations for sales inquiries and business orders
Sales Chat Support
Industry:
Electrical & Electronics
Employment Period:
January 2013 to January 2015 (24 Months)
Duties and Responsibilities:
- Guided customers in selecting the right laptop for their needs and processed online orders.
- Addressed customer inquiries regarding order status, returns, and exchanges.
- Creating quotations for sales inquiries and business orders
Customer Support - Billing Department
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
April 2012 to January 2013 (9 Months)
Duties and Responsibilities:
- Helped customers understand their bills through phone calls.
- Assisted customers in the activation of their phones.
- Created new additional accounts for customers.
Proof Reader | Freelance
Industry:
Retail / Merchandise
Employment Period:
March 2023 to March 2024 (12 Months)
Duties and Responsibilities:
- Proof reads articles that will be published for e-commerce websites.
- Create Contents for specific topics as per client request
Virtual Assistant
Industry:
Entertainment / Media
Employment Period:
May 2024 to February 2025 (9 Months)
Duties and Responsibilities:
- Assisted in sourcing client leads, including venues, concert tour hosts, coordinators, and public relations professionals to expand business opportunities.
- Developed and maintained relationships with key industry contacts to facilitate successful partnerships and event planning.
- Collaborated on upcoming projects and video shoots, helping to organize creative ideas and document key details to ensure seamless execution.
- Provided logistical support to streamline project planning and enhance efficiency.
Education History
Field of Study:
Nursing
Major:
Nursing
Graduation Date:
March 30, 2006
Located In:
Philippines
License and Certification: :
N/A
Skills
ADVANCED ★★★
- Customer Service, Technical Support, Chat Support, Hubspot CRM, Salesforce CRM,
INTERMEDIATE ★★
- Administrative Skills
Work at Home Capabilities:
- Internet Bandwidth: Between 5mbps to 100mbps
- Working Environment: Private Room
- Speed Test Result: Download: 40.38 Upload: 49.48
- Internet Type: Cable
- Hardware Type: Laptop
- Brand Name: Huawei
- Processor: AMD Ryzen 7
- Operating System: Windows 11
All-inclusive Rate: USD $6.98/hr
Jennielyn
Candidate ID: 305495
ADVANCED
- Phone Support, Quality Assurance, Quality audit, Quality Management...
INTERMEDIATE
- Email Support, Chat Support, Email management...
Median Rate
$6.98
$7.41
if $1 = PHP52
$8.50
if $1 = PHP40
Currency Fluctuation Range
*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.
**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.
Employment Preferences
(inclusive of service fee)
*Plus GST for Australian Businesses
Full Time: $USD 6.98 per hour or $USD 1210.66 per month
Remote Staff Recruiter Comments
- Jenna took Electronics and Communications Engineering in college. She's been working since 2006 in the BPO and handled financial services and healthcare campaigns. She was a former contractor of an NZ-based liquid management solutions business through Remote Staff for 7 months as a Warranty Claims and Customer Service Specialist.
- At present, she is employed as a Healthcare Advisor in a BPO.
- Some of her responsibilities include:
- Responsible for assessing customers' claims and disputes
- Responsible for making decisions and granting customers' claims
- Receive customer inquiries and escalations regarding our services
- Responsible for assisting, adjusting, and reprocessing medical claims
- Responsible for finding healthcare providers and facilities for customers with medical needs
- Responsible for quoting benefits for client’s medical coverage
- Responsible for troubleshooting ordering and delivery errors in the most cost-efficient way for the client.
- She used several applications and software such as Microsoft Office Apps (Word, Excel, PowerPoint), Citrix, Salesforce, Verint, Epic, Canva, UI Path, CPF, CED, and other DOS-based tools.
- She can start after 2 weeks.
- She is amenable to a day shift, preferably a full-time role.
Strongest Behaviors
- Collaborative; usually works with and through others. Intuitive understanding of team cohesion, dynamics, and interpersonal relations.
- Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
- Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
Maggie is an engaging, stimulating communicator, poised and capable of projecting enthusiasm and warmth, and of motivating other people.
Has a strong sense of urgency, initiative and competitive drive to get things done, with emphasis on working with and through people in the process. Understands people well and uses that understanding effectively in influencing and persuading others to act.
Employment History
Quality Analyst
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
July 2020 to September 2023 (37 Months)
Duties and Responsibilities:
- Ensuring that customer service representatives on the floor adhere to client expectations
- Providing weekly/monthly analytics and end-of-day reports for the line of businesses that I handle for the company
- Quality Talks for new-hire batches
- Call calibration with clients
- Call certification for trainees
- Call audits and coaching
- Reviewing, overturning and escalating calls as stipulated in the company's Call Handling Guidelines
- In charge of presenting month ending analytics to senior operation managers, operation managers, team managers, team leads, and clients
Claims and Warranty Customer Support
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
July 2018 to February 2019 (6 Months)
Duties and Responsibilities:
- Load and process incoming claims in Salesforce
- Communicate claims/issues to the team
- Quality meetings with client
- Communicate with customer the progress and status of their claim
- Communicate with Operations to resolve claims
- Load claims to Freight Forwarders for damage in transit
- Generate credits as required and upon confirmed receipt of goods returned
- Prepare documentation for refunds and forward to Accountant to process
- Weekly Claims Report to Operations Manager
- Co-ordinate contractors and repairs nationwide
Account Associate II
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
November 2016 to May 2018 (18 Months)
Duties and Responsibilities:
- Responsible for assessing customers' claims and disputes.
- Responsible for making decisions and granting customers' claims.
- Receive customer enquiries and escalations regarding our services.
- Responsible for mentoring and sharing of best practices in call handling to members of the team.
- Ensure that the qualities of customer contacts meet our clients’ expectations.
Disputes and Claims Specialist
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
December 2006 to February 2015 (98 Months)
Duties and Responsibilities:
- Responsible for assessing customers' claims and disputes.
- Responsible for making decisions and granting customers' claims.
- Receive customer enquiries and escalations regarding our services.
- Responsible for mentoring and sharing of best practices in call handling to members of the team.
- Ensure that the qualities of customer contacts meet our clients’ expectations
- Consistently earned the "Top Performer of the Month" award for our account.
- Have earned the company's Platinum Award for completing 9 years of service with the company
Healthcare Advisor
Industry:
Healthcare / Medical
Employment Period:
October 2023 to December 2023 (2 Months)
Duties and Responsibilities:
- Responsible for assisting, adjusting, and reprocessing medical claims.
- Responsible for finding health care providers and facilities for customers with medical needs.
- Responsible for quoting benefits for client’s medical coverage.
Education History
Field of Study:
Engineering (Electrical/Electronic)
Major:
Electronics and Communications Engineering
Graduation Date:
April 1, 2006
Located In:
Philippines
License and Certification: :
N/A
Skills
ADVANCED ★★★
- Phone Support, Quality Assurance, Quality audit, Quality Management, Salesforce Analytics, Microsoft Excel, Citrix CRM, Training and Development, Analytical Review,
INTERMEDIATE ★★
- Email SupportChat SupportEmail management
Work at Home Capabilities:
- Internet Bandwidth: Greater than 100mbps
- Working Environment: Private Room
- Speed Test Result: https://www.speedtest.net/result/15974231525
- Internet Type: Fiber
- Hardware Type: Laptop
- Brand Name: Acer
- Processor: AMD Ryzen 5
- Operating System: Windows 10
All-inclusive Rate: USD $6.69/hr
Jo
Candidate ID: 289345
ADVANCED
- HelpDesktop Support, HelpDesk Ticketing, Virtual Assistant Skills, Customer Service...
INTERMEDIATE
- Chat Support, Email Support...
Median Rate
$6.69
$7.07
if $1 = PHP52
$8.07
if $1 = PHP40
Currency Fluctuation Range
*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.
**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.
Employment Preferences
(inclusive of service fee)
*Plus GST for Australian Businesses
Part Time: $USD 6.69 per hour or $USD 579.81 per month
Full Time: $USD 6.69 per hour or $USD 1159.61 per month
Remote Staff Recruiter Comments
- Jo has more than 10 years of relevant work experience. She has performed various roles in different companies where she supported the following tasks:
- Customer service
- Technical support
- Handle escalation calls
- Ticketing system
- Outbound and Inbound calls
- Chat support
- Email support
- Billing and payments
- Virtual Assistant
- Her biggest achievement was doing/implementing the process improvement from one of her client and lead the team.
- During her BPO employment she handled different accounts such as:
- AT&T
- Comcast
- Time Warner Cable
- Bellsouth
- She worked with US client.
- She is proficient with MS Excel, Front, Helpwise, Jira, Office 365 and Google suite.
- She needs 2 week's notice to start. She is amenable to working the day shift for full-time position.
Strongest Behaviors
- Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
- Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
- Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome.
Eager to be sure that things are done exactly right, they’ll follow-up carefully and closely if the work requires delegation of details to others. When it is necessary to be critical, will try to do that in a constructive, supportive manner. Their sense of urgency and sense of duty combine to make someone who is actively concerned about the timeliness, as well as the correctness, of any work for which they are held responsible.
Employment History
Sr. Technical Support Specialist (At&t Mobility | COMCAST | Time Warner Cable | Bellsouth)
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
October 2005 to June 2011 (68 Months)
Duties and Responsibilities:
- Provided troubleshooting steps over the phone to resolve application and connectivity issues reported by the customer.
- Bridged gap between company and consumers and ensured to make both ends meet without compromising the best interest of the company.
- Answers concerns regarding billing and other charges on the bill.
- Gave credits to qualified customers.
- Provided courtesy or escalated callbacks to customers who had repeated issues or complaints about the Level1 representative they spoke with.
- Performed SME/Floor support duties and served as Team Lead back up.
Technical Data Customer Services Manager
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
January 2012 to December 2012 (11 Months)
Duties and Responsibilities:
- Responsible and 100% accountable for proactively coordinating and managing complex order lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful deliver
- Provide complex aftermarket ordering and service support
- Receive order requests from customers and validate the accuracy of the information provided
- Proactively maintain an understanding of escalation processes established for each step of order lifecycle, ensuring it is followed when needed
Cloud Services Technical Service Delivery Management Support
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
December 2012 to December 2015 (36 Months)
Duties and Responsibilities:
- Reviews client contract and ensure that the service delivery provided are within the agreement.
- Provide client order quotation and invoicing based on the contract signed by the client.
- Improve overall customer experience for production and service delivery activities
- Ensure SLA’s are achieved and client expectations are met (or exceeded) by the team.
- Point of escalation.
- Create process improvement and action plan to drive continuous improvement. Conflict management. Incident management.
- Work closely with Professional Services, project resource members and cross-functional teams.
- Provide training/mentoring to new hires
- Review and provide performance feedback/appraisal to resource and Manager. Attend management and client call.
- To provide reports to an agreed schedule (or on request), including management and account performance reports.
- Escalate issues to Manager/Director when there are quality issues to help minimize recurrence.
- Reviews and set yearly team goals with the team Manager and Director, cascades and explains it to the team to make sure everyone is aligned to these goals and that they will know how these will be met.
Lawnstarter
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
June 2016 to April 2019 (34 Months)
Duties and Responsibilities:
- Pulled up all existing tickets, equally distributed these amongst the team on a daily basis
- Handled Tier3 Level tickets and assigned to the appropriate team
Short Term Disability Claims Representative
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
July 2019 to June 2021 (23 Months)
Duties and Responsibilities:
- Made outbound calls based on the tasks assigned to my bucket.
- Reviewed short term disability documentation requirements
- Disability claim endorsement to Short Term Disability Examiner for review/approval. Followed up on missing requirements for the disability claim.
- Scheduled follow up as needed.
Helpdesk Team Lead
Industry:
Call Center / IT-Enabled Services / BPO
Employment Period:
June 2019 to July 2022 (37 Months)
Duties and Responsibilities:
- Provides assistance over the phone to customers.
- Performed retention call evaluations. Handled retention calls.
- Made collection calls for unpaid invoices. Managed all communication channels like email, SMS, and chat
- Responsible in equal messaging task assignments and ensuring all tasks are completed within the SLA allotted for each task.
- Call quality evaluations for phone representatives.
Education History
Field of Study:
Political Science
Major:
Political Science
Graduation Date:
March 15, 2005
Located In:
Philippines
License and Certification: :
N/A
Skills
ADVANCED ★★★
- HelpDesktop Support, HelpDesk Ticketing, Virtual Assistant Skills, Customer Service, Customer Handling,
INTERMEDIATE ★★
- Chat SupportEmail Support
Work at Home Capabilities:
- Internet Bandwidth: Between 5mbps to 100mbps
- Working Environment: Private Room
- Speed Test Result: https://www.speedtest.net/result/14223172947
- Internet Type: Fiber
- Hardware Type: Desktop
- Brand Name: Lenovo
- Processor: Intel Core i3
- Operating System: Windows 10
*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.
**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.
Furthermore, you should assess a candidate’s oral and written communication skills. What language and tone do they use? Do they get to the point right away? Or do they tend to beat around the bush? Do they format their text properly?
Related read: Ten Customer Service KPI’s You Should Keep An Eye On (And How to Act on Them)
The bottomline is, your customer support staff should be able to address concerns, resolve problems, and provide the right information. And they should do all of that in a professional and perhaps even amiable manner.
3. Whenever possible, screen with “test projects.”
CV’s and resumes are important, but they don’t reveal much about how your candidate might behave in a potential interaction with your customers.
Test projects won’t just confirm if the candidate is a good fit for your company. They’ll also weed out the resume blasters who send their CV’s to every job opening out there regardless of how appropriate (or not) they actually are for the job.
Can’t think of one? When interviewing a candidate, provide them with a common scenario with a customer. Ask them about how they would handle the situation, and then evaluate their answer.
4. Allot interview questions for assessing their ability to manage themselves.
Speaking of interview questions, don’t just focus on their ability to do the job. As we mentioned earlier, personal management skills are just as important for a remote position like this.
Obviously, you should ask about how they keep themselves productive. Do they have any morning rituals to help them stay focused? How do they deal with distractions? What’s their work environment like at home?
Inversely, inquire about how they wind down too. Remote work makes it all too easy to keep working since the boundaries between work and home blur. However, rest is important as it helps workers recharge and refocus.
5. Always insist on at least one video interview.
Video interviews can reveal two things about a candidate. And no, it’s not necessarily about their ability to think on their feet and to respond. (Though that’s also important in this line of work.)
We’re talking about: 1.) The stability of their internet connection and 2.) a glimpse of their working environment. So, if your candidate’s video feed keeps lagging or if you hear plenty of background noise (e.g., babies crying, dogs barking, vehicles honking), you might want to move on to the next candidate.
Lastly, make sure your company culture shines through to every aspect of hiring, from your job description to the actual onboarding process. Your customers are likely to keep patronising your company because they like your culture, so your customer service reps need to reflect that in every way possible.
For everything else, there’s Remote Staff. With over ten years of experience in the remote work industry and a rich pool of the best Filipino remote customer support talent, we can help you find the best addition to your team in no time!
Click here and let’s get started.
Serena has been working remotely and writing content for the better part of the last decade. To date, she's written for Pepper.ph and Mabuhay Magazine, among others, and has churned out more than a thousand articles on everything from The Basics of Stock Market Investing to How to Make Milk Tea-Flavored Taho at home.
