Customer Care Representative

Join to apply for the Customer Care Representative role at Outsourced About Us Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila. Job Overview We are looking for a motivated and dynamic Customer Care Representative to join our team. In this role, you will be responsible for managing inbound Customer Care inquiries from our online chat, email and fax contact channels. The ideal candidate will have excellent communication skills, a strong focus on customer satisfaction, and the ability to build relationships through written communication. Responsibilities Use a customer-centric approach to engage with customers, asking relevant questions to understand their current needs and preferences. Handle inquiries related to products, orders, or issues by providing clear, accurate, and timely information to help customers make informed decisions. Address objections or concerns by offering solutions and assisting with troubleshooting or clarifications as needed. Manage inbound online chat, emails, and faxes to assist customers on dealer and consumer queues with product inquiries, order status, troubleshooting, and general support, as well as lead intake and documentation. Handle customer complaints with empathy, seeking to resolve conflicts and ensure positive customer experiences. Demonstrate excellent communication skills in internal and external interactions, ensuring clear, concise, and professional exchange of information. Collaborate with internal teams (such as Sales, Finance and Warehouse) to provide an exceptional customer experience. Maintain in-depth knowledge of the company’s products and services to communicate features and benefits effectively. Identify opportunities for upselling or cross-selling based on customer needs and interests. Maintain a positive, friendly, and professional tone to strengthen the customer relationship. Compliance, Accuracy and Follow-up Ensure accurate order processing and follow-up. Document and track customer interactions and leads in the CRM system. Contribute to performance metrics such as chat and email average speed of answer. Report on email results and share customer feedback or insights with marketing or product teams. Enter customer orders, returns, account information and interaction details into call management software (Genesys) and the CRM (Veeva) with attention to detail. Maintain timely follow-up with customers through professional written correspondence, ensuring inquiries are addressed within established service levels. Team Collaboration Collaborate with colleagues to share insights, improve customer care processes, and achieve team performance goals. Participate in training and development sessions to stay informed about new products, services, and customer care best practices. Qualifications Proven experience in a customer-facing role, such as hospitality, retail, or customer service, with a focus on delivering excellent service. Strong English communication (oral & written). Proficiency in Microsoft Office (Word, Outlook, Teams). Customer-focused attitude, problem-solving, and active listening. Strong organizational skills, multitasking, and attention to detail. Accuracy in data entry & order processing. Tech-Savvy: Comfortable using various tools and software platforms, including Genesys Cloud, Veeva, and SYSPRO. Ability to use translation and AI tools to correspond by email with customers in French for simple inquiries such as orders. Work Schedule Monday – Friday, 9:00 PM – 6:00 AM Manila Time Work Setup Home-based Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly. By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only. #J-18808-Ljbffr