CSR | eCommerce

This is Work ON SITE in Shaw, Mandaluyong & Night Shift.

About the Role:

We are seeking a polite, professional customer service specialist to provide outstanding service to our customers and delivery providers by assigning incoming tickets, monitoring outgoing responses, handling escalations, answering questions, handling complaints, and troubleshooting problems with our products and services. The customer service specialist may handle a high volume of inbound messages during peak times and should seek to create a positive experience for each customer contacting Pandion. They will seek to understand the reason for the contact, address all questions or complaints, and provide an accurate and efficient response.

Responsibilities include (but not limited to):

Carefully respond to all customer and carrier inquiries with thoughtful written responses throughout the dayProvide excellent customer service through active problem solvingWorking with confidential customer information and treating it sensitivelyAiming to resolve issues on the first try by looking around cornersShowcasing good judgement in offering solutions to customer issuesManaging through difficult or emotional customer situationsWorking with cross-functional support teams to ensure a consistent and high-quality level of customer supportActing as an advocate for our customers by reporting and acting on trends or observed areas for improvementAppropriately categorizing customer and carrier inquiries for future data reportingBasic Requirements:3-5 years of experience in customer service, clerical, retail/office management or administrative supportAble to work nights and weekendsKnows & Familiar with ZendeskWilling to work in EST or PST time zonesFamiliarity with MS Word, Excel, and PowerPointExcellent written and verbal communication skillsDemonstrated initiative and problem-solving accomplishmentsAbility to work independently & is detail orientedHigh level of organization and demonstrated ability to complete a high volume of tasks and projects with tight deadlinesMature judgement and ability to escalate appropriatelyUtilize a variety of software programs to resolve customer inquiries.

---