Customer Service Representative

2 weeks ago

Makati City, National Capital Region, Philippines Lean Solutions Group Full time ₱150,000 - ₱250,000 per year

We are seeking detail-oriented and customer-focused individuals to join our team as full-time Customer Support Agents. This role focuses on handling customer inquiries, delivery instructions, and missing package requests primarily through digital channels such as our website chat platform and SMS/text. Occasional email follow-ups may be required, while rare phone interactions are typically handled by escalations or specialized teams.

Key Responsibilities:

  • Manage and respond to customer inquiries regarding order status, delivery instructions, and missing package requests via website chat and SMS/text.
  • Provide follow-up support through email when necessary.
  • Maintain professionalism and accuracy in communication across all channels.
  • Handle a maximum of 3 concurrent interactions (e.g., 2 chats and 1 text).
  • Ensure timely responses, with at least 80% of chats answered within 3 minutes.
  • Consistently meet quality standards by achieving a minimum of 90% on audited interactions (4–8 audits/month, conducted by the Quality team).
  • Collaborate with the escalation team (AST agents) when issues require phone contact or advanced handling.
  • Adhere to established processes and service level agreements (SLAs).

Qualifications:

  • At least a High School Graduate; College level or Graduate preferred.
  • Prior customer service or BPO experience is an advantage but not required.
  • Strong written communication skills with excellent grammar and clarity.
  • Ability to multitask effectively while maintaining accuracy and quality.
  • Comfortable using multiple digital platforms and communication tools.
  • Strong problem-solving skills and a customer-first mindset.

Performance Metrics:

  • Productivity SLA: 80%+ of chats answered within 3 minutes.
  • Quality SLA: 90%+ score on interaction audits (4–8 audits per month).

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