Customer Service Representative

2 days ago

Ortigas Metro Manila, Philippines Satellite Office Full time ₱250,000 - ₱450,000 per year

CUSTOMER SERVICE REPRESENTATIVE

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A/AN CUSTOMER SERVICE REPRESENTATIVE?

Your role of Customer Service Representative is to deliver AMAZING.

Amazing is to provide every customer with the ultimate experience, by consistently delivering high quality, solutions focused responses In a timely and empathetic matter to all customer enquiries across all channels.

The client is a dynamic business pivoting with trends and the needs of the business, this role requires an open mind to embracing change.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

Customer Engagement

  • Delivering consistently amazing customer experiences through timely responses to all queries over the phone, email, chat and via social channels.
  • Proactively managing customers expectations and following through on our promises to ensure their experience is seamless
  • Treat each customer as a unique case. Always practice active listening and handle all concerns in an empathetic, patient manner.
  • Timeliness; ensure that no customer is left behind at the end of each day.
  • Assist customers in placing orders, processing returns, and resolving any post-purchase issues promptly

Communication

  • Communicate clearly, courteously, and professionally with customers, both in writing and verbally.
  • Follow established communication guidelines and maintain the brand's voice and tone across all interactions.
  • Share customer feedback themes with the manager and cross-functional teams to drive improvements and resolve issues.
  • Problem Solving and Solution-Oriented
  • Adopt a solution-focused approach to continuously improve the customer experience at the client site.
  • Investigate and proactively address customer issues, ensuring swift and effective resolutions.
  • Follow through on customer feedback; communicate concerns, red flags, and potential problems to relevant teams.

  • Collate and share feedback with the Customer Relationship Manager.

  • Be dynamic and resilient, embracing change, automation, new systems, and more efficient workflows.

    Contact Centre Ticket Management

  • Ensure timely and accurate resolution of customer inquiries across all channels, including personal and shared inboxes.
  • Seek assistance and escalate issues when appropriate to ensure exceptional service. The Customer Service Representative is the first point of contact for customer feedback.

KPIs and Development

  • Meet all KPIs on the balanced scorecard to consistently deliver AMAZING experiences.
  • Take proactive responsibility for your own learning. Participate in training, feedback, and coaching sessions to stay updated on product knowledge, policies, and procedures.

WHAT ARE WE LOOKING FOR?

  • Has experience resolving tickets via email

  • Will be responsible for handling 50-60 tickets/ day; 8 mins/ ticket focusing on follow ups, refunds, and investigation

  • Excellent written communication skills

  • Familiar with CRM platform Gorgias

  • Comfortable in handling different kinds of tickets

  • Will do ad hoc/ admin tasks

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