Customer Service Representative

4 days ago

Taguig, National Capital Region, Philippines Actionlabs IT Services Full time ₱26,400 - ₱264,000 per year

Customer Service Specialist

We are looking for a highly motivated and customer-focused Customer Service Specialist to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and resolving inquiries through various channels. You will also play a key role in improving our customer experience and helping to mentor junior team members.

Key Responsibilities

  • Customer Interaction: Professionally handle customer questions, complaints, and feedback via phone, email, chat, and social media.
  • Issue Resolution: Effectively resolve customer requests and complaints, escalating complex or unresolved issues to the appropriate teams when necessary.
  • Policy and Process Development: Create, document, and maintain customer service procedures, policies, and standards to ensure consistent, high-quality support.
  • Team Support: Provide guidance and mentorship to junior team members, assisting them with complex cases and professional development.
  • Performance Monitoring: Analyze customer data and feedback to identify trends, improve processes, and enhance the overall customer experience.
  • Reporting: Generate and reconcile daily, weekly, and monthly reports for management to track performance and identify areas for improvement.
  • Strategic Contribution: Assist in developing and implementing strategies to boost customer satisfaction and reduce complaints.
  • Compliance: Ensure all customer service activities comply with relevant rules and regulations.

Qualifications

  • Proven experience in a customer service role.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and a knack for de-escalating difficult situations.
  • Ability to work both independently and as part of a team.
  • Experience with customer relationship management (CRM) software is a plus.
  • Demonstrated ability to meet and exceed service level standards.
  • Proficiency in data analysis and reporting.

Job Type: Fixed term

Contract length: 12 months

Pay: Php Php22.00 per month

Experience:

  • Customer Service: 1 year (Required)

Language:

  • English (Required)

Work Location: In person

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