The Customer Service Representative (CSR) will serve as the primary point of contact for customer inquiries, orders, issues, and requests.
This role requires strong communication skills, problem-solving abilities, and a commitment to providing a high level of customer satisfaction.
The CSR will manage customer interactions through phone, email, and chat, providing information on products/services, resolving complaints, processing orders, and ensuring a seamless customer experience.
Key Responsibilities:
Customer Interaction: Respond to customer inquiries, complaints, and requests across various communication channels (phone, email, chat).
Issue Resolution: Diagnose customer problems by gathering information, providing accurate solutions, and escalating complex issues when necessary.
Order Processing: Handle customer orders, returns, and exchanges, ensuring data accuracy and timely fulfillment.
Product/Service Knowledge: Maintain a deep understanding of the company's products, services, policies, and procedures to provide informed responses and assistance.
Documentation: Accurately document all customer interactions, issues, and resolutions in the CRM system for record-keeping and follow-up.
Performance Metrics: Meet or exceed individual performance targets, including response times, resolution rates, and customer satisfaction scores.
Feedback Collection: Actively listen to customer feedback and communicate common trends or suggestions to management for service improvement.
Collaboration: Work closely with other departments, such as Technical Support, Sales, and Operations, to ensure a cohesive approach to customer service.
Qualifications:
Experience: Prior experience in a customer service role, ideally in a call center or BPO setting, is preferred.
Skills:
Excellent verbal and written communication.
Strong problem-solving skills and the ability to remain calm under pressure.
Proficiency in CRM tools (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
Ability to work independently and as part of a team.
Education: at least High school
Work Environment:
Schedule: May involve rotating shifts, weekends, and holidays based on customer demand.
On-Site: Within Pasig
Compensation and Benefits:
Salary: Competitive base salary, often supplemented with performance incentives.
Benefits: Health insurance, government benefits
This role is ideal for someone with strong communication skills, a customer-focused attitude, and the resilience to handle multiple customer interactions effectively.