Customer Service Representative

1 day ago

Taguig, National Capital Region, Philippines Hexaware Technologies Phil. Branch Full time $40,000 - $60,000 per year

Job Details:

The ideal candidate will be a strong communicator with a customer-first mindset, capable of managing service-related queries and ensuring smooth coordination between operations, technicians, and end users.

You'll play a pivotal role in supporting our facility management operations by addressing customer interactions via phone, email, and chat, while also raising and managing work orders related to critical infrastructure like refrigeration, HVAC, electrical, and plumbing systems.

Key Responsibilities:

  • Handle inbound and outbound customer interactions via calls, emails, and chat, ensuring timely resolution within defined KPIs.
  • Raise and manage maintenance work orders accurately and promptly.
  • Monitor status updates and keep stakeholders informed of service progress.
  • Comprehend and resolve customer queries, complaints, and feedback empathetically and professionally.
  • Respond to urgent or escalated issues with appropriate prioritization and communication.
  • Ensure clear and concise communication, both written and spoken.
  • Maintain professionalism and emotional resilience under pressure.
  • Adhere to company quality standards, processes, and compliance policies (QMS/ISMS).

Qualifications & Experience:

  • Minimum Undergraduate degree or equivalent education/training.
  • 1-3 years' experience in customer service or helpdesk operations.
  • Preferred: Experience in Retail Operations, Facilities Management, or trade-related background (technician, maintenance, etc.).

Technical Competencies

  • Typing speed: 20 WPM with 90% accuracy.
  • Intermediate computer proficiency (MS Office, ticketing tools, etc.).
  • Experience in email and chat-based customer service.

Soft Skills

  • Proficiency in English communication.
  • Excellent organizational and multitasking abilities.
  • Demonstrated calmness under pressure and conflict resolution skills.

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