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Service Support Agent

2 weeks ago

Cagayan de Oro, Northern Mindanao, Philippines Work Avenue and Business Solutions Incorporated Full time ₱200,000 - ₱250,000 per year

A Customer Service Representative (CSR) is responsible for delivering excellent service and support to clients by responding to inquiries, resolving complaints, and providing product or service information. They serve as the company's frontliners, ensuring that customer concerns are addressed efficiently and with professionalism. CSRs uphold the organization's standards of service while promoting customer satisfaction and loyalty.

The role involves handling calls, emails, chats, or face-to-face interactions while maintaining accurate customer records. They are also expected to follow company policies, meet performance goals, and provide feedback to improve overall customer experience.

Key Responsibilities

  • Act as the first point of contact for customer inquiries and concerns.
  • Provide accurate information about company products, services, and policies.
  • Resolve customer issues promptly and escalate unresolved cases when necessary.
  • Process requests such as account updates, order tracking, billing, and returns.
  • Maintain detailed records of customer interactions in CRM systems.
  • Meet or exceed key performance indicators (KPIs) such as call handling time, response rates, and customer satisfaction scores.
  • Build positive customer relationships by demonstrating empathy, patience, and professionalism.
  • Support cross-functional teams by relaying customer feedback for service improvement.
  • Stay updated on company products, promotions, and policies to ensure accurate assistance.
  • Handle challenging situations calmly while maintaining company standards.
Qualifications
  • High school diploma or bachelor's degree (depending on employer requirements).
  • Previous experience in customer service, call center, or client-facing roles preferred.
  • Strong verbal and written communication skills.
  • Ability to multitask, prioritize, and manage time effectively.
  • Excellent problem-solving and conflict-resolution skills.
  • Customer-focused with strong interpersonal skills and patience.
  • Ability to work independently and as part of a team.
  • Willingness to work flexible shifts, weekends, or holidays if required.
  • Strong adaptability and resilience in high-pressure situations.