Customer Service Specialist

3 days ago

Work from Home, Philippines AVANTE DIGITAL SOLUTIONS INC. Full time ₱150,000 - ₱250,000 per year

Position Summary:

The Customer Service Representative (CSR) is responsible for delivering exceptional support to customers across e-commerce platforms, social media, and the company's website. This role includes assisting with product, order, and promotion inquiries, as well as providing technical support related to website navigation and account access. CSRs ensure that all customer interactions are handled professionally, empathetically, and efficiently to enhance the overall customer experience.

Key Responsibilities:

  • Respond promptly and accurately to customer inquiries via live chat, email, social media, and website support channels.
  • Provide clear and professional support on product details, brand information, order status, returns, and current promotions.
  • Resolve customer concerns ranging from simple to moderately complex; escalate unresolved or high-priority issues to higher-level support or management.
  • Follow up on open cases and ensure all customer issues are resolved to satisfaction.
  • Maintain real-time awareness of company products, services, policies, and promotions.
  • Manage multiple customer interactions at once without compromising service quality.
  • Accurately document all customer interactions and outcomes in the CRM or support system.
  • Share customer feedback to help improve website functionality, user experience, and internal processes.
  • Meet individual and team performance targets, including first-contact resolution, customer satisfaction, and response time SLAs.

Key Skills & Competencies:

  • Excellent Written Communication – Ability to write clearly, professionally, and appropriately for various customer tones and platforms.
  • Website Support & Troubleshooting – Understand basic website functionality and help customers resolve common technical issues.
  • Active Listening & Empathy – Accurately assess and respond to customer needs with care and understanding.
  • Problem-Solving – Efficiently address issues with orders, account access, website bugs, or unclear product information.
  • Multitasking & Time Management – Handle multiple customer chats or requests simultaneously.
  • Attention to Detail – Deliver precise and error-free information in all customer interactions.
  • Product/Service Knowledge – Stay informed about current offerings and features on both the site and across channels.
  • Customer-Centric Approach – Prioritize customer satisfaction and aim for a positive long-term relationship.
  • Tech-Savviness – Comfortably use support platforms, CRM tools, website admin panels (if applicable), and standard office software.
  • Conflict Resolution – Defuse customer frustrations and provide fair, policy-aligned resolutions.
  • Team Collaboration – Work closely with technical teams, marketing, and customer service peers to solve complex or recurring issues.

Qualifications:

  • Education: High school diploma required; college degree in communications, business, or a related field preferred.
  • Experience: Prior experience in customer service, website support, or e-commerce preferred.
  • Technical Proficiency: Familiarity with live chat software, CRMs, basic web troubleshooting, and tools like Microsoft Office or Google Workspace.
  • Language: Proficient in English (and Filipino if serving a local customer base).
  • Typing: 40–60 WPM with high accuracy.
  • Availability: Must be flexible to work shifts including evenings, weekends, and holidays based on business needs.

Job Type: Full-time

Benefits:

  • Flexible schedule
  • Paid training
  • Work from home

Language:

  • English (Preferred)

Work Location: Remote

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