Customer Service Support

2 weeks ago

Makati City, National Capital Region, Philippines Sprout Solutions Full time

The Customer Service Support role is responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive customer experience across various communication channels.

Key Responsibilities

  • Respond to customer inquiries via phone, email, chat, and other platforms in a timely and professional manner.

  • Provide accurate information about products, services, policies, and procedures.

  • Troubleshoot customer issues and escalate complex cases to the appropriate departments when necessary.

  • Maintain and update customer records in the CRM system.

  • Process orders, returns, refunds, and other customer requests.

  • Follow up with customers to ensure their issues are resolved and satisfaction is achieved.

  • Collaborate with internal teams (Sales, Operations, Technical Support) to resolve customer concerns.

  • Monitor and meet performance metrics such as response time, resolution time, and customer satisfaction.

  • Identify recurring customer issues and propose improvements to processes or products.

  • Adhere to company policies, guidelines, and quality standards.

Qualifications

  • High school diploma or bachelor's degree preferred.

  • 1–3 years of experience in customer service or a similar role.

  • Strong communication skills (verbal and written).

  • Excellent problem-solving abilities and attention to detail.

  • Ability to multitask, prioritize, and manage time effectively.

  • Proficiency in using CRM systems, ticketing tools, and basic office software.

  • Ability to remain calm and professional in difficult situations.

  • Strong customer-centric mindset.

Preferred Skills

  • Experience in a call center, e-commerce, or tech support environment.

  • Knowledge of customer service best practices and KPIs.

  • Multilingual skills (optional based on company needs).

Work Environment

  • Hybrid/On-site/Remote (specify).

  • Shifts or weekend support as required.

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