Customer Service Representative

Position Title: Customer Service Representative

Work Set Up: Onsite

Schedule: 5:30 AM to 2:30 PM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

We are seeking a detail-oriented professional to manage customer records, provide product information, and handle complaints with empathy. This role ensures accurate order processing, timely follow-ups, and adherence to company policies.

What You'll Do:

Maintain Customer Records: Update and maintain customer records, including contact information, order history, and special requests, in the company's CRM (Customer Relationship Management) system or database

Provide Product Information: Assist customers by providing product information, specifications, features, and benefits to help them make informed purchasing decisions

Handle Complaints: Address customer complaints or dissatisfaction with orders in a timely and empathetic manner. Work towards finding satisfactory resolutions and escalating issues to higher management if necessary

Follow-Up: Follow up with customers after order completion to ensure satisfaction, gather feedback, and address any remaining concerns or questions they may have

Adhere to Policies and Procedures: Adhere to company policies, procedures, and guidelines related to order processing, customer service, data confidentiality, and regulatory compliance

Meet Performance Metrics: Meet or exceed performance metrics such as order entry accuracy, response time to customer inquiries, order processing time, and customer satisfaction ratings

Continuous Improvement: Continuously seek opportunities to improve order entry processes, customer service workflows, and overall efficiency. Provide feedback and suggestions for system enhancements or process improvements to management

Training and Development: Participate in ongoing training and development activities to enhance product knowledge, customer service skills, and proficiency in order entry systems and procedures regarding order processing, artwork creation, and quality control

What We're Looking For:

Excellent Communication Skills: Clear and effective communication, both verbal and written, is essential for interacting with customers to understand their orders and address any inquiries or concerns they may have

Attention to Detail: Accurate data entry and order processing require a high level of attention to detail to avoid errors and ensure customer satisfaction

Organizational Skills: The ability to organize and prioritize tasks efficiently, especially when dealing with multiple orders and customer requests simultaneously, is important for meeting deadlines and maintaining productivity

Customer Service Orientation: A customer-centric approach is crucial for providing a positive experience to customers, resolving issues promptly, and ensuring their needs are met

Problem-Solving Abilities: Being able to troubleshoot order-related problems, handle customer complaints effectively, and find appropriate solutions in a timely manner is essential for maintaining customer satisfaction

Computer Literacy: Proficiency in using computer systems and software for order entry and customer communication, such as the Microsoft 365 Suite, CRM (Customer Relationship Management such as Salesforce) software or ERP (Enterprise Resource Planning) systems, is typically required

Typing Skills: A reasonable typing speed and accuracy are necessary for efficient data entry

Product Knowledge: Familiarity with the products offered by the company can help in accurately processing orders and providing relevant information to customers

Teamwork Skills: Collaboration with colleagues in other departments, such as sales, logistics, artwork team, and indent may be required to ensure smooth order processing and fulfillment

Adaptability: The ability to adapt to changes in procedures, systems, or customer requirements is important in a dynamic work environment

Empathy and Patience: Dealing with diverse customer personalities and handling potentially stressful situations require empathy, patience, and a calm demeanor

Time Management: Efficiently managing time to process orders within specified deadlines while maintaining quality and accuracy is crucial

Multitasking Abilities: Juggling multiple tasks simultaneously, such as answering phone calls, responding to emails, and entering orders, may be necessary during peak periods

Previous Experience: Previous experience in customer service, data entry, or a similar role can be advantageous

Educational Background: A college diploma or equivalent is typically the minimum educational requirement, although additional education or vocational training in business administration or customer service can be beneficial

Why You'll Love Joining the CO Fam

At Clark Outsourcing, we're redefining what it means to work in a BPO. This isn't your regular office setup - it's where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you'll have to experience it yourself to believe it.

Here's what's in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches

At CO, it's not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can't wait to welcome you to the team