Customer Service Representative

Customer Service Representative

Are you a people person with a contagious can-do attitude? Do you thrive on interaction and love solving problems? Next Staffing Group is looking for a highly energetic and enthusiastic Customer Service Representative (CSR) to join our fully remote team. This is a fantastic opportunity for dedicated professionals to support our client, which is a leading laboratory and research company specializing in innovative hair care products.

About the Role

As a CSR, you will be the primary point of contact for the client's valued customers, business partners and/or distributors. You'll be responsible for providing world-class support through various channels (phone, email, chat), handling inquiries about our innovative products, orders, and company policies. We need someone who is not just helpful but genuinely bubbly and engaging—someone who turns every customer interaction into a positive experience.

Key Responsibilities

• Customer Interaction: Enthusiastically handle inbound calls, emails, and chat messages, providing accurate information and resolving issues promptly and politely.
• Order Management: Assist customers with placing orders, tracking shipments, processing returns, and handling billing inquiries.
• Product Expertise: Quickly learn and maintain deep knowledge of our specialized hair care products, being able to articulate their benefits and usage instructions clearly.
• Issue Resolution: Troubleshoot and resolve complex customer issues, demonstrating empathy and patience while ensuring a satisfactory outcome.
• Documentation: Accurately document all customer interactions and transactions in our CRM system.
• Collaboration: Work closely with the sales, logistics, and research teams to ensure a seamless customer experience.

Soft Skills & Communication (Must-Haves)

• Bubbly & Can-Do Attitude: You must genuinely enjoy interacting with people and approach every challenge with enthusiasm and a positive outlook.
• Love of Learning: Must be highly motivated and very willing to learn about new products, procedures, and systems quickly.
• Top-Notch English Skills: Exceptional verbal and written English communication skills are essential. Your speaking must be clear, articulate, and highly professional, while your writing must be flawless for emails and documentation.
• Patience & Empathy: Ability to remain calm, empathetic, and professional, especially when dealing with frustrated customers.

Work Environment & Logistics (Mandatory Requirements)

• Fully Remote Opportunity: This is a 100% work-from-home role based in the Philippines.
• Required Schedule: You must be available to work and report during US Business Hours, Monday to Friday (8:30 AM – 5:30 PM Eastern Standard Time - EST), to ensure effective support for our US-based clientele.
• Time Tracking: Daily work time will be monitored using a designated time tracking software, such as Time Doctor, to ensure transparency and accountability in the remote environment.
• Equipment: Must have a functional laptop or PC, a reliable high-speed internet connection, a professional, and a quiet home office setup.

Qualifications

• Previous experience (1-3 years) in a Customer Service, Call Center, or BPO role, preferably serving US clients.
• High school diploma or equivalent; some college education is a plus.
• Demonstrated ability to meet and exceed quality and performance metrics.
• Familiarity or proven experience viewing orders with ERP Traverse, Shopify, and tracking orders through FEDEX and USPS.
• Proficient with standard collaboration and communication software such as Microsoft Office and Teams

Benefits

• Exposure to the U.S. Market: Work directly with our U.S.-based client, gaining valuable cross-cultural business experience and improving your professional English skills by collaborating with international teams.
• Highly Competitive Weekly Compensation: Enjoy the peace of mind of receiving competitive pay delivered reliably on a weekly basis, providing consistent cash flow and financial stability.
• Independent Contractor Flexibility: This is an independent contractor (self-employed) opportunity.
• Generous Paid Time Off (PTO): Receive a minimum of 10 multipurpose Paid Time Off (PTO) days per year. This single bank is for you to use flexibly for all needs, including vacation, local holidays, or sick leave.
• Remote & Flexible Work: A fully remote position, offering the freedom to work from anywhere.

Job Type: Full-time

Pay: Php29, Php35,000.00 per month

Work Location: Remote