Representative I Technical Support
Requisition ID : ( ******** )
Primary Location : Philippines-National Capital Region-Quezon City
Job Function : Customer Service
Job Posting Date : Feb 3, 2021, 6:06:22 AM
Representative 1 Technical Support
Make a difference with the work you do
Emerson is committed to creating a global workplace that supports diversity and embraces inclusion. We attract, develop, and retain exceptional people in an inclusive environment, where all employees can reach their greatest potential.
We are committed to the ongoing development of our employees because we know that it’s critical to the success of our company as a truly global entity. Our training programs and initiatives focus on end-to-end development from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship and coaching, project management, and on-the-job training.
The Representative 1 Technical Support position is a key member of the Emerson Tool Company team. In this role, you will be a brand ambassador interacting directly with customers with questions or issues involving product usage, sales transactions and service/repair, focused on creating solutions and building relationships of trust and loyalty through verbal and written interaction.
What you will work on
As a Representative 1 Technical Support, your responsibilities include:
Product and Technical Knowledge
Demonstrates basic knowledge of customer base, market channels and products
Effectively uses techniques, skills, equipment, procedures and materials to answer inquiries accurately and completely
Responds to and documents proper information into appropriate databases, such as CRM and ERP systems, for all customer inquiries or complaints
Keeps abreast of developments in related fields and integrates new subject matter into existing operations
Customer Service Orientation
Communicates effectively in a clear and understandable manner using the English language
Responsible for providing excellent service support for external and internal customers
Effectively identifies and evaluates solution options before making decision in a timely manner. Ability to recognize when escalation may be necessary.
Researches and resolves customers' complaints timely and effectively
Partners with customers to diagnose and troubleshoot technical problems involving basic mechanical and electrical systems.
Processes and authorizes returns
Understands the Company's Warranty program and uses best judgment as well as set procedures in the administration of the program.
Sales Initiatives
Processes orders received via telephone, fax or email. Ensures security protocols are observed for various transaction types and payment methods.
Assists customers in tracking shipments and determining status.
Uses best judgement in sending no-charge orders or exercising special exceptions – maintaining a balance among customer relations, financial responsibility and precedent setting.
Provides customers with information regarding products and purchasing programs to meet their short-term and long-term needs. Is familiar with available marketing material and supporting resources to make appropriate recommendations.
Recognizes “lead prospects” and processes information appropriately for further action to enhance future sales.
Additional Functions
Provides individual and team reports
Performs other duties as may be assigned
Shows the ability to schedule work and to understand relative priorities
Completes special projects and reports assigned by POC and supervisors on time
Demonstrates agility, flexibility and sound judgement in completing multiple tasks, quickly responds to changing demands of the support
What you will need:
Graduate of any 4-year degree
Customer Service experience
Who we are looking for:
Strong understanding of the English language and effective English communication skills, both in written and verbal form.
Must possess superior interpersonal skills: Friendly, empathetic, able to balance compassion with know-how and tackle challenging calls with grace
Ability to clearly explain data interpretations and analysis
Ability to analyze problems, identify root causes and suggest viable solutions.
Ability to work efficiently; perform multi-tasking; and prioritize tasks. Complete projects in a timely manner.
Effective ability to handle stress, particularly with high-volume workload. short-notice assignments and deadlines and reliance on others to meet objectives.
Solid work ethics in terms of sense of urgency, ownership of projects, attendance and tardiness record
Successful, proven experience using personal computers and Microsoft Office applications (Outlook, Excel, Word, Access, PowerPoint, etc.). Competent typing and data entry skills. Must be detail-oriented and precise.
Ability to lift about 40 pounds
Willing to work on night shift
Maintain flexibility to work overtime and holidays as part of a standard work schedule
Ability to sit for long periods of time during computer work and maintain consistent availability to others
About Emerson
At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher.
As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets.
Our Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.
Emerson, a Fortune 500 company with $17.4 billion in sales, more than 20 Innovation, Solutions & Engineering Centers, and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers.
Whether you're an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you'll find a variety of opportunities at Emerson. Join our team and start your journey today.
