Customer Service Representative

2 weeks ago

Cebu City, Central Visayas, Philippines Northwestern University Full time

Customer Service Representatives provide essential user support, resolving product issues and enhancing customer satisfaction in a hybrid work setup.

Your Role

Key responsibilities include:

  • Respond promptly and professionally to customer inquiries through the product's ticketing system.
  • Collaborate with customers to identify, replicate, and resolve product issues using various communication channels.
  • Work closely with team members to deliver effective solutions and ensure customer satisfaction.
  • Share customer insights and feedback during regular team meetings to inform management decisions.
  • Recognize recurring support requests and proactively create knowledge base articles or alternative solutions to reduce ticket volume.
  • Deliver exceptional customer service by maintaining a friendly, empathetic tone and providing timely, proactive responses.
  • Conduct training sessions for new and existing customers via phone and email, guiding them in using the platform's knowledge base.
About You

What you'll need:

  • Completed at least the 3rd year in college under management accounting, accounting technology, bookkeeping, or related accounting courses.
  • At least 6 months of experience in phone-based customer service support (BPO, VA, etc.).
  • Proficient in English, both spoken and written.
  • Familiar with general accounting fundamentals and accounting software (i.e., SaaS).
  • Open to working graveyard shifts and shifting schedules.
  • Amenable to a hybrid setup in Cebu (3x per week onsite).
  • Must have a stable internet connection at home.
Benefits
  • Hybrid work setup (3x onsite per week).
  • Quarterly performance incentives.
  • HMO coverage on Day 1 plus 2 free dependents.
  • Comprehensive life insurance.
  • 20% night differential.
  • Vacation leave and sick leave credits.
  • Birthday leave and bereavement leave credits.
Training & Development

Conduct training sessions for new and existing customers to ensure successful product adoption.

This job may close before the stated closing date, you are encouraged to apply as soon as possible.

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