Customer Service Representative

2 days ago

Work from Home, Philippines Coolerguys Full time ₱420,000 - ₱660,000 per year

Please note: This is for an independent contractor role, initially lasting 6 months, with the potential for renewal/extensions. The work hours are aligned with Pacific Time (PT).

Job Summary:

As a Tier 1 Customer Service Representative I at DACO, you will play a crucial role in providing exceptional customer service to our customers. Reporting directly to the Customer Service Manager, you will work closely with a team of Tier 1 and Tier 2 CSRs and other dedicated professionals in a dynamic environment fielding a variety of customer inquiries. The primary responsibilities include responding to customer requests, intake of initial orders, providing quotes, and resolving minor issues through various communication channels. This position is vital as you will be the front-line representative, often serving as the first point of contact for DACO.

Duties/Responsibilities:

Customer Interactions:

  • Respond to customer inquiries and provide information about DACO's products and services.
  • Process transactional orders under $5,000, generate simple quotes, and ensure accurate and timely information is communicated.

Issue Resolution:

  • Effectively resolve and/or transfer customer issues via phone, email, web chat, and in-person interactions to the correct internal departments or experts.
  • Collaborate with subject matter experts to escalate and resolve complex problems.

Communication:

  • Maintain excellent communication with customers and internal teams.
  • Uphold professional phone etiquette and demeanor, ensuring a positive customer experience.

Technology Proficiency:

  • Utilize Microsoft 365 tools for communication and documentation.
  • Utilize an ERP/CRM system to manage customer interactions and data.

Adaptability:

  • Display a sense of urgency and strong attention to detail.
  • Pivot as needed to address customer needs and changing priorities.

Front-Line Presence:

  • Act as the first impression for DACO, maintaining a positive and upbeat demeanor.
  • Exhibit professionalism and uphold the company's image.

Required Skills/Abilities:

  • Proficiency in Microsoft 365 applications—Word, Outlook, Excel, and data entry.
  • Ability to learn ERP/CRM systems.
  • Strong communication skills, both written and verbal.
  • Ability to collaborate effectively across departments.
  • Excellent phone etiquette and a professional demeanor.
  • Upbeat and personable with a customer-centric approach.
  • Strong attention to detail and a sense of urgency.
  • Ability to adapt and pivot as needed.

Education and Experience:

  • High school diploma or equivalent; additional education in customer service, supply chain, distribution or related field is a plus.
  • Experience with ERP's or CRM systems is a plus but not required.
  • 1+ year customer service experience.

Technology requirements:

Laptop or Desktop with the following specifications:

  • An Intel Core i5 or i7 processor
  • 16GB of Memory (RAM)
  • A 512GB SSD
  • reliable Internet connection (at least 25 Mbps)
  • quality web camera
  • headset

Job Type: Fixed term

Contract length: 6 months

Pay: Php45,000.00 per month

Benefits:

  • Work from home

Work Location: Remote

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