Customer Support and Upselling Representative

4 weeks ago

Angeles City, Philippines Australian Outsource Desk Inc. Full time

Customer Service Representative (CSR) – Upselling Specialist (Engineering/IT Background)

Location:
3F Plaza Victoria Bldg., Sto. Domingo, Angeles City

Job Type:
Full-Time | 7:00AM-4:00PM Shift.

Job Summary:
We are looking for a motivated and tech-savvy Customer Service Representative (CSR) with a strong background in Engineering or IT and exceptional English communication skills. This role focuses on providing top-notch support while actively identifying upselling opportunities to enhance customer satisfaction and boost revenue.

Key Responsibilities:
Handle inbound and outbound customer calls, emails, or chats in a professional and courteous manner
Build rapport with clients and understand their technical needs, offering appropriate product/service recommendations
Educate customers on service features and benefits, upselling or cross-selling when suitable
Address customer inquiries or technical concerns with a problem-solving mindset
Maintain updated knowledge of company products, services, and promotions
Collaborate with internal teams to resolve customer issues and escalate when necessary
Meet or exceed monthly KPIs related to upselling, customer satisfaction, and productivity
Document customer interactions and transactions accurately in the CRM system

Qualifications:
Bachelor’s Degree or background in Engineering, Information Technology, or a related field
Proven experience in Customer Service, Technical Support, or a Sales/Account Management environment
Strong English verbal and written communication skills
Solid understanding of technical concepts and the ability to explain them clearly to customers
Customer-oriented with a persuasive and confident approach to upselling
Familiarity with CRM systems and support tools is an advantage
Ability to work under pressure, multitask, and meet sales targets
Willing to work morning shift (7am-4pm)
Can start immediately

Preferred Skills:
Previous experience in BPO or IT support roles
Experience in upselling or cross-selling to technical clients
Excellent listening and interpersonal skills

Why Join Us?
Competitive salary
Growth opportunities and training
Friendly and collaborative work environment
Exposure to international clients and tech industry trends

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