Customer Service Representative

14 hours ago


Pasig, Philippines Cambrian Consulting Limited Full time
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.

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