Customer Service Officer

1 week ago

Cebu City, Central Visayas, Philippines Antasis Inc. Full time ₱250,000 - ₱500,000 per year

Job Description

Overview:

The Customer Service Representative is responsible for providing exceptional support to customers by resolving inquiries, addressing complaints, and ensuring overall satisfaction with the company's products or services. This role requires strong communication skills, empathy, and a commitment to delivering outstanding customer experiences.

Key Responsibilities:

Customer Support:

  • Respond to customer inquiries via phone, email, chat, ensuring prompt and professional assistance.
  • Provide accurate information about products, services, policies, and processes.
  • Resolve customer complaints by identifying issues, offering solutions, and ensuring follow-up until resolution.

Problem-Solving:

  • Troubleshoot service-related problems and escalate complex issues to the appropriate departments.
  • Collaborate with internal teams to resolve customer concerns and improve service delivery.
  • Maintain a calm and patient demeanor when addressing challenging situations.

Customer Relationship Management:

  • Build and maintain positive relationships with customers to enhance loyalty and retention.
  • Gather feedback from customers and share insights with the team to improve products and services.
  • Assist in onboarding new customers and guiding them through the initial stages of using the company's offerings.

Documentation and Reporting:

  • Maintain accurate and detailed records of customer interactions, complaints, and resolutions in the CRM system.
  • Prepare reports on common customer issues and provide suggestions for process improvements.

Policy and Compliance:

  • Adhere to company policies, guidelines, and quality standards in all customer interactions.
  • Stay updated on product or service changes and ensure accurate information is communicated to customers.

Qualifications:

  • High school diploma or equivalent (Bachelor's degree preferred).
  • Previous experience in a customer service role is a must.
  • Excellent verbal and written communication skills.
  • Proficiency in using CRM systems and basic computer applications (e.g., Microsoft Office).
  • Strong understanding on refund and cancellation processes.

Skills and Competencies:

  • Strong problem-solving and conflict-resolution abilities.
  • Empathy and patience when dealing with customers.
  • Ability to multitask and work effectively in a fast-paced environment.
  • Attention to detail and commitment to delivering quality service.

Work Environment:

  • This role typically involves working in shifts, including weekends or holidays, depending on business needs.
  • Office-Based setup

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