Senior Customer Service Representative

2 weeks ago

Work from Home, Philippines On Spot Global Corporation Full time ₱250,000 - ₱300,000 per year

Position Overview

As a Senior Customer Service Representative (Senior CSR), you will be responsible for managing advanced customer interactions, resolving escalated issues, and providing mentorship to junior team members. You will play a vital role in ensuring customer satisfaction, upholding service standards, and supporting client retention.

This role requires a mix of strong communication, problem-solving, and technical skills, as well as the ability to remain composed under pressure.

Key Responsibilities

  • Customer Support Excellence: Handle customer inquiries and concerns through phone, email, and chat, ensuring high-quality resolution and a positive customer experience.
  • Inbound/Outbound Calls: Manage both inbound and outbound calls, providing proactive updates and ensuring customers receive timely communication.
  • Escalation Handling: Take ownership of complex or sensitive issues, ensuring resolution with professionalism and empathy.
  • Client Relationship Support: Strengthen client relationships by serving as a trusted point of contact for escalations and advanced inquiries.
  • Technical Support: Use CRM systems and related tools to troubleshoot and resolve customer challenges effectively.
  • Chat Support: Manage real-time inquiries, ensuring quick, accurate, and empathetic responses.
  • Mentorship: Provide support and guidance to junior team members by sharing best practices and fostering team improvement.
  • Process Feedback: Identify service gaps or recurring issues and provide feedback to support continuous improvement initiatives.

Job Qualifications

Skills & Competencies

Core:

  • Excellent verbal and written communication skills (American accent preferred).
  • Strong problem-solving, conflict resolution, and active listening skills.
  • Ability to multitask and adapt to varying customer personalities and issues.
  • High emotional intelligence and empathy, with a focus on customer satisfaction.
  • Resilient and adaptable in fast-paced environments.

Technical:

  • At least 3 years of experience in a BPO or customer service environment.
  • Proven ability to manage escalated issues with professionalism.
  • Proficiency in CRM systems, contact center software, and digital tools.
  • Experience in chat-based support and multi-channel customer interactions.
  • Ability to work flexible shifts, including US time zones.

Cultural Fit

At OnSpot Global, we value creativity, innovation, and teamwork. The ideal Senior CSR is:

  • Passionate about customer service and client satisfaction.
  • Adaptable and resourceful in navigating change.
  • Collaborative, supportive, and team-oriented.
  • Positive and resilient, with the ability to stay composed under pressure.
  • Driven to improve processes and outcomes for both clients and colleagues.

Job Type: Full-time

Pay: Php22, Php25,000.00 per month

Benefits:

  • Work from home

Work Location: Remote

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