Customer Service Representative

Position Overview

As a Senior Customer Service Representative at OnSpot Global, you will be responsible for providing top-tier customer support services on behalf of our clients. This role plays a pivotal part in ensuring client satisfaction, resolving customer issues, and maintaining a positive brand image. In this position, you will have the chance to work with various clients and contribute to their success.

About the Role

A Senior Customer Service Representative is a seasoned professional who provides advanced customer support and mentorship to junior team members. They handle complex customer issues, lead customer service initiatives, and contribute to overall team performance.

Duties and Responsibilities

• Customer Support Excellence: Provide top-tier customer service, addressing inquiries, resolving issues, and ensuring a positive customer experience throughout the moving process. This may involve technical problem-solving, providing instructions, or escalating complex issues to higher-level support.
• Inbound/Outbound Calls: Handle incoming customer calls and make outbound calls as needed to address customer concerns or provide information.
• Client Relationship Management: Build and maintain strong relationships with clients, acting as their primary point of contact for support and information.
• Conflict and Issue Resolution: Effectively address customer concerns, resolve complaints, and find mutually beneficial solutions, demonstrating strong conflict resolution and problem-solving skills.
• Chat Support: Provide advanced chat support, handling complex customer inquiries and resolving issues efficiently.
• Technical Proficiency: Representatives must be proficient in using various software, CRM systems, and tools to effectively assist clients. They may provide advanced technical support, troubleshooting issues, and configuring settings for clients facing difficulties with products or services.
• Problem Solving: Identify and resolve customer issues efficiently and effectively, using your problem-solving skills and product knowledge.
• Process Improvement: Contribute to process improvement initiatives to enhance customer satisfaction, operational efficiency, and overall service delivery.

Job Qualifications:

• Excellent verbal and written communication skills, ability to build rapport with clients, and resolve conflicts effectively. (American accent preferred).
• Proven customer service experience in a BPO setting. A minimum of three years (3) of experience is preferred.
• In-depth knowledge of customer service best practices and industry standards.
• Advanced problem-solving, negotiation, and active listening abilities.
• Proficiency in CRM systems and other relevant software.
• Ability to work flexible shifts, including US time zones.
• Demonstrated ability to negotiate and build rapport with clients.
• Solution-oriented mindset with a focus on customer satisfaction.
• The ability to quickly learn new technologies and systems.
• The ability to adapt to different customer personalities, communication styles, and problem types is crucial. Flexible in their approach.
• High level of empathy and dedication to customer satisfaction.
• Effective multitasking is essential for handling multiple customer inquiries simultaneously, enhancing productivity and ensuring timely responses.
• Proven experience in providing exceptional chat support.
• Ability to effectively communicate and resolve issues through chat.

Cultural Fit:

At OnSpot Global, we prioritize a unique blend of creativity, innovation, and collaboration. We seek individuals who are:

• Passionate about our company's mission and values.
• Entrepreneurial-minded and willing to take risks.
• Collaborative and team oriented.
• Adaptable and ability to handle the fast-paced and often unpredictable nature of a startup environment.
• Maintain a positive attitude and persevere through setbacks.
• Demonstrate the ability to bounce back from challenges and maintain a strong work ethic.
• Embrace and adapt to rapid changes and evolving processes within a startup environment.
• Be able to adapt to changing client needs and requirements.

Job Type: Full-time

Pay: Php20, Php25,000.00 per month

Benefits:

• Work from home

Work Location: Remote