Customer Service Representative

7 days ago

Ayala Alabang, National Capital Region, Philippines TrainingPh Full time ₱240,000 - ₱288,000 per year

Skills:

Experience:

  • 1-3 years of experience in customer service, account management, or sales, with a focus on customer retention or loyalty programs. Experience in B2C or B2B industries is a plus.

Key Responsibilities:

  • Customer Outreach & Engagement:

Regularly reach out to existing customers via phone, email, or chat to build relationships, address concerns, and provide information on loyalty perks, new products, or services.

  • Retention Strategy Implementation:

Execute and support customer retention initiatives, including follow-up campaigns, personalized offers, loyalty programs, and targeted promotions to reduce churn.

  • Troubleshooting & Problem Solving:

Assist customers with any product or service issues they may encounter, providing timely and effective solutions. Ensure all issues are addressed in a way that enhances the customer experience.

  • Feedback Collection & Analysis:

Gather customer feedback through surveys, calls, and interactions to identify trends and pain points. Use this information to improve retention strategies and enhance service delivery.

  • Membership & Loyalty Program Promotion:

Actively promote and explain the benefits of membership or loyalty programs to existing customers. Encourage them to take full advantage of their benefits, and educate them about new offers.

  • Account Review & Monitoring:

Monitor customer activity and engagement, identifying at-risk accounts and proactively reaching out to prevent cancellations. Manage accounts with high churn risk and develop customized retention plans.

  • Data Entry & Reporting:

Maintain detailed records of customer interactions, retention efforts, and outcomes in the CRM system. Regularly report on retention KPIs, including churn rates, customer satisfaction, and loyalty program participation.

  • Cross-Department Collaboration:

Collaborate with sales, marketing, and customer service teams to ensure a seamless and unified approach to customer retention efforts. Share customer insights and feedback to help refine marketing and sales strategies.

Qualifications:

*

  • Excellent communication skills, both written and verbal
  • Strong problem-solving and troubleshooting abilities
  • High level of empathy and customer service orientation
  • Ability to handle difficult situations with professionalism and care
  • Strong analytical skills and experience working with customer data
  • Ability to build rapport with customers and personalize interactions

Personal Attributes:

  • Highly organized with great attention to detail
  • Goal-oriented with a passion for customer success
  • Self-motivated, proactive, and able to work independently
  • Team player who collaborates effectively with cross-functional teams
  • Positive, customer-first attitude

Job Type: Full-time

Pay: Php20, Php23,000.00 per month

Application Question(s):

  • Are you currently employed?
  • How soon can you start ?

Education:

  • Bachelor's (Required)

Experience:

  • Customer service: 2 years (Required)

Work Location: In person

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