Customer Service Representative

3 days ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time ₱1,500,000 - ₱2,500,000

As a Customer Service Representative, you will be the primary point of contact for customers, providing exceptional service and support.

Key Responsibilities:

  • Customer Interaction
    • Respond promptly to customer inquiries via phone, email, and chat.
    • Provide accurate information regarding products, services, and company policies.
    • Address customer concerns and resolve issues effectively and efficiently.
  • Issue Resolution
    • Investigate and resolve customer complaints in a timely manner.
    • Escalate complex issues to appropriate departments or supervisors when necessary.
    • Follow up with customers to ensure their issues are fully resolved.
  • Relationship Building
    • Build and maintain positive relationships with customers by delivering excellent service.
    • Identify opportunities to enhance the customer experience and suggest improvements.
    • Gather and document customer feedback for continuous improvement.
  • Product Knowledge
    • Stay informed about the company's products, services, and promotions.
    • Assist customers with product selection and provide recommendations based on their needs.
    • Continuously update knowledge on new products and services to better serve customers.
  • Administrative Tasks
    • Document customer interactions, transactions, comments, and complaints in the company's CRM system.
    • Prepare reports on customer interactions, issues, and trends for management review.
    • Ensure customer records are up-to-date and accurate.
  • Collaboration and Communication
    • Work closely with other departments, such as Sales, Marketing, and Technical Support, to resolve customer issues and improve processes.
    • Participate in team meetings and contribute ideas to enhance the customer care process.
    • Assist in training new team members and sharing best practices.
  • Performance Metrics
    • Meet or exceed performance targets, including response times, resolution times, and customer satisfaction scores.
    • Continuously seek ways to improve personal performance and customer service quality.

Requirements

  • A high school diploma or equivalent is required, while a Bachelor's degree is preferred.
  • Previous experience in customer service or a related field is essential.
  • Excellent communication skills, both written and verbal, are required.
  • Strong problem-solving abilities and attention to detail are necessary.
  • Proficiency in using CRM software and other customer service tools is expected.
  • Ability to handle high-pressure situations and remain calm under stress is vital.
  • A customer-centric mindset with a passion for helping others is essential.

Working Conditions

  • This is a full-time position that may require working in shifts, including evenings and weekends.
  • The role may involve working from the office or remotely, depending on company policy.

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