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Location: Makati City, Metro Manila

Date Posted: 2023-05-11

Hiring Organization: KMC Solutions | XTN-EF01957

Career Category: Call Center Operations


Functional overview

The Customer Support Associate will receive all incoming communications from Calls, Chat, Emails and Web Tickets. He / She / They are responsible for updating User Profiles & Tickets with the correct information. They must understand the concerns / issues that clients are raising and endrosed the ticket for triaging. The position may require some outbound calls for follow-up and ensuring clients are happy with Enseo's services.

Duties and responsibilities

  • Answer all incoming calls, chats and emails in a courteous manner using proper communication etiquette.
  • Provide outbound calls for follow-up and making sure our clients are happy with the Enseo's services
  • Maintain a positive, enthusiastic and professional attitude when receiving calls
  • Communicates with customers to gather details of issues/inquiries in order to correctly identify and assess customers' needs
  • Verifies if information relayed is accurate and complete to adequately address concerns and queries
  • Able to troubleshoot simple WIFI connection problems for Hotel Guests
  • Able to help Setup Conference WIFI connection with Hotel Engineers
  • Able to guide Hotel Engineers with Move, Add and Change (MAC) of Enseo Hardware 
  • Should be able to track call tickets of customer interactions for reporting
  • Endorse call to the appropriate Enseo Department (Internal & CS Techs)
  • Perform other duties related to Ticket management as required by Leaders

Job qualifications:

  1. Excellent English communication skill (Listening, Reading, Writing and Speaking)
  2. Strong attention to detail
  3. Pleasing personality
  4. Must have a basic knowledge of computer navigation
  5. Can troubleshoot Basic Internet connectivity such as but not limited to WIFI connection
  6. Must understand basic concepts of customer service, customer care & customer experience
  7. Fresh Graduates of IT, Tourism / Foreign Service, Hospitality.
    • Completed Spanish Elective is an advantage but not required
  8. Accepts K-12/High school graduate or at least 2 years of college education
  9. Previous work experience not required.
    • BPO experience is an advantage
  10. Willing to work onsite in Makati on shifting schedules (amenable to 5x9 / 4x11)


About Enseo:

Enseo is the premier provider of customer experience technology in the U.S., offering solutions in hospitality, senior living, and education.

Enseo has been engineering innovative hardware and software solutions for 22 years that deliver digital entertainment, managed WiFi, smart room automation (IoT) and energy management, and a suite of health & safety solutions including an employee emergency alert system, MadeSafe®, and touchless technology.