Customer Service Agent

24 hours ago

Mandaluyong City, National Capital Region, Philippines VidaXL Services (PH) Inc. Full time $40,000 - $60,000 per year

Job Summary:

As a Customer Service Agent, you will be the frontline representative of our brand, assisting customers across various platforms and sales channels. Your goal is to deliver fast, accurate, and friendly support while maintaining high standards in quality, productivity, and customer satisfaction. You will mainly handle pre-sales inquiries, resolve issues, and ensure a seamless post-purchase experience for Chinese customers.

Key Responsibilities:

  • Respond to customer inquiries via email, live chat, and phone mainly in Mandarin.
  • Support customers from various sales verticals: our own webshops, third-party sales channels, and dropshippers.
  • Provide timely and accurate information related to e.g. orders, deliveries, returns, warranties, and product information.
  • Troubleshoot and resolve customer complaints and service issues in line with the First Contact Resolution (FCR) targets.
  • Ensure all interactions meet internal Quality Monitoring standards.
  • Adhere to Service Level Agreements (SLA) for response times and follow-ups.
  • Maintain clear and professional communication across all platforms.
  • Log cases accurately in our CRM/ticketing system and escalate when necessary.
  • Follow internal policies and ensure consistent knowledge of company updates, procedures, and product catalogs.

Required Skills & Qualifications:

  • Strong written communication skills in Mandarin.
  • Strong verbal and written communication skills in English.
  • Customer-first mindset with empathy, patience, and attention to detail.
  • Experience using help desk tools, CRM systems, or live chat platforms is preferred.
  • Ability to multitask, prioritize, and perform well under pressure.
  • Willingness to learn new tools, processes, and adapt to changes quickly.
  • Strong attendance, accountability, and time management.

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