CSR- Non voice

6 hours ago

Mandaluyong City, National Capital Region, Philippines Top Alliance Full time ₱150,000 - ₱250,000 per year
Job Summary:

We are looking for dedicated and customer-oriented individuals to join our team as Customer Service Representatives. The role involves assisting customers with inquiries, issues, and requests through voice calls, chat, or email, while maintaining a high level of professionalism and service quality.


Key Responsibilities:

For Voice Account:

  • Handle inbound and/or outbound customer calls in a professional manner.
  • Provide accurate information regarding products, services, and company policies.
  • Resolve customer complaints efficiently and escalate complex issues when necessary.
  • Maintain call logs and update customer records accurately in the system.
  • Meet or exceed performance metrics such as customer satisfaction, first call resolution, and average handling time.
  • Demonstrate empathy and patience while dealing with customer concerns.

For Non-Voice Account (Chat/Email/Support Ticket):

  • Respond to customer inquiries via chat, email, or other digital platforms.
  • Provide timely, accurate, and comprehensive responses to customer issues.
  • Research, diagnose, and resolve product or service problems through written communication.
  • Maintain a positive tone and clear communication in all written interactions.
  • Manage multiple chats or email threads efficiently while maintaining quality.
  • Document interactions and update customer information accurately in the CRM system.

Qualifications:
  • High school diploma or equivalent (college degree preferred).
  • Excellent English communication skills (written and verbal).
  • Strong active listening and problem-solving abilities.
  • Basic computer and typing skills; familiarity with CRM systems is a plus.
  • Ability to work in a fast-paced environment and adapt to shifting priorities.
  • Willingness to work flexible schedules, including weekends and holidays if required.

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