CSR | Retail | BGC, Full Onsite

1 week ago

Bonifacio Global Metro Manila, Philippines Ascendion Full time ₱150,000 - ₱250,000 per year

The Customer Service Representative (CSR) acts as the primary point of contact for customers, providing essential product/service information, answering questions, and resolving any emerging problems with efficiency and a customer-focused mindset. The goal is to ensure exceptional service standards and maintain high customer satisfaction, fostering long-term customer relationships.

Key Responsibilities
  • Handle Customer Interactions: Manage a large volume of incoming calls, emails, live chat, or in-person inquiries in a timely and professional manner.
  • Provide Information: Offer accurate, valid, and complete information regarding company products, services, policies, and procedures by utilizing appropriate resources and tools.
  • Resolve Issues: Address customer complaints, troubleshoot problems, and provide appropriate solutions and alternatives within set time limits. Follow up to ensure resolution and customer satisfaction.
  • Process Transactions: Process orders, forms, applications, account updates, returns, and payments accurately and efficiently.
  • Document Interactions: Keep detailed and accurate records of customer interactions, transactions, comments, and complaints in the Customer Relationship Management (CRM) system.
  • Identify Needs and Opportunities: Identify and assess customers' needs to achieve satisfaction and, when appropriate, inform customers about additional products or services that may benefit them (upselling/cross-selling).
  • Collaborate: Communicate and coordinate with internal departments (e.g., sales, technical support, shipping) to escalate complex queries and ensure a seamless resolution process.
  • Meet Performance Goals: Strive to meet personal and team targets for call handling, issue resolution time, and customer satisfaction metrics.

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