Customer Service Representative

Mabalacat, Pampanga

Work Type: Full Time

LOCATION:

Owens Asia, Inc. is located at One West Aeropark, Clark Freeport Zone, Pampanga, Philippines

JOB DESCRIPTION:

Join Owens as a Customer Service Representative and use your communication skills in a professional, business-to-business environment. Our team resolves issues through email, chat, and a low volume of incoming and outgoing calls. This is your chance to build a long-term career with a company that values your career growth with training and new responsibilities.

JOB RESPONSIBILITIES:

• Serves as the primary point of contact for our business clients, managing inquiries and resolving issues to ensure seamless service delivery. This role requires adept use of technology to provide efficient and proactive support. Key responsibilities include:
• Case Management: Use a CRM and ticketing system to log, track, and manage all client interactions and support cases, ensuring adherence to established Service Level Agreements (SLAs).
• Problem Resolution: Diagnose and resolve customer issues through various channels, including email, chat, and phone. Escalate complex problems to senior support staff or specialized teams when necessary.
• Self-Service Support: Guide clients to the Customer Portal and Help Center to utilize knowledge base articles, FAQs, and other self-service resources.
• Documentation: Maintain accurate and detailed records of all client communications, troubleshooting steps, and resolutions within the CRM for future reference and analysis.
• Communication: Proactively communicate with clients regarding the status of their inquiries, providing clear and concise updates to manage expectations and ensure a positive experience.

JOB REQUIREMENTS:

• A strong sense of integrity and the ability to maintain a high level of confidentiality.
• At least one year of solid work experience in a customer service or call center role.
• Proven experience using a Ticketing and CRM system such as HubSpot or Salesforce.
• Proficiency with business productivity suites like Microsoft 365 or Google Workspace.
• Excellent written and oral English communication skills, with a focus on clear and professional correspondence.
• Exceptional listening, writing, and reading comprehension skills.
• Willing to work a night shift in Clark Freeport Zone, Pampanga.

Skills:

• Customer Service
• Problem-solving
• Written and Verbal Communication
• CRM proficiency
• Attention to Detail
• Ability to multitask and manage daily assignments
• Works well independently

Hiring Process & Privacy Notice

Owens collects and processes personal data from job applicants during the recruitment process. This data is handled in a manner consistent with data protection requirements for your location and the location of the hiring company. Your information may be processed based on legitimate interests, consent, or to fulfill a contract.

As an international company, your application may be processed in any of our locations. International transfers of your data between Owens companies are subject to standard EU international contractual clauses, where applicable.

As part of our hiring process, you may be required to take assessment tests and complete a background screening, including criminal records checks. The information you provide may be shared with third parties, such as agents, vendors, or law enforcement, to facilitate the recruitment and background screening process.

Recruitment information is generally retained for six months unless a longer legal retention period is required. If you would like us to keep your information on file for future opportunities, please indicate your consent. If you are hired, your data will be retained for a longer period.

For more information on our privacy practices and your rights, visit the Owens OnLine Privacy Policies page.