Customer Care Representative

Job Description
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 over in written communication.

Customer Engagement & Relationship Building

• Use a customer-centric approach to engage with customers, asking relevant questions to understand their current needs and preferences.
• For inquiries related to products, orders, or issues.
• Provide clear, accurate, and timely information to help customers make informed decisions.
• Address any objections or concerns by offering solutions
• Assist customers with troubleshooting or clarifying any information
• Handle all inbound, online chat, emails and faxes to assist customers on the dealer and consumer email and chat queues with product inquiries, order status, troubleshooting, and general support, as well as lead intake and documentation.
• Manage customer complaints with empathy, seeking to resolve conflicts and ensure positive customer experiences.
• Demonstrates excellent communication skills in both internal and external interactions, ensuring clear, concise, and professional exchange of information.
• In this role you will work closely with internal teams (such as sales, finance and warehouse) to provide an exceptional customer experience.
• Maintain an in-depth knowledge of the company's products and services to effectively communicate features and benefits to customers.
• Identify opportunities for upselling or cross-selling products 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 successful achievement of performance metrics such as chat and email average speed of answer
• Report on email results and share customer feedback or insights with the marketing or product teams.
• Demonstrates attention to detail and precision in entering customer orders, returns, account information and interaction intel into Call Management Software (Genesys) and the CRM (Veeva).
• Manage timely follow-up with customers through professional written correspondence ensuring that all inquiries are addressed and resolved 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 working with 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 to handle simple inquiries such as orders.

Work Schedule:
Monday - Friday, 9:00 PM - 6:00 AM Manila Time

Work Setup:
Home-based

• Must have at least 20mbps for both download and upload speed

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.

In compliance to data privacy law, make sure that the following is included at all times:
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. As such, 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.