Customer Support Representative

2 hours ago

Taguig, National Capital Region, Philippines Private Advertiser Full time ₱150,000 - ₱250,000 per year
Key Responsibilities:
  • Customer Interaction: Handle inbound and outbound voice calls from customers in a professional and friendly manner, addressing inquiries, providing information, and resolving concerns.
  • Issue Resolution: Act as the first point of contact for customers experiencing issues, assisting with troubleshooting and escalating more complex cases as necessary.
  • Product/Service Knowledge: Maintain a comprehensive understanding of products, services, and procedures to ensure accurate information is provided to customers.
  • Customer Satisfaction: Strive to achieve high customer satisfaction ratings by delivering effective solutions and personalized service during every call.
  • Documentation & Reporting: Log customer interactions and resolutions in the CRM or ticketing system, ensuring detailed and accurate records.
  • Team Collaboration: Work with team members to share knowledge, resolve issues, and contribute to overall team success.
  • Quality Assurance: Adhere to company standards and guidelines for voice call handling, including call scripts, tone, and response times.
  • Follow-up: Provide timely follow-up calls to ensure that customers' issues have been resolved satisfactorily.
Qualifications:
  • Experience: Minimum [X] years of customer support experience, specifically with voice-based support (inbound/outbound calls).
  • Communication Skills: Excellent verbal communication skills with a clear and friendly tone. Ability to communicate complex information in an easy-to-understand manner.
  • Problem-Solving: Strong analytical and problem-solving abilities to quickly assess and address customer concerns.
  • Empathy: A customer-centric mindset with the ability to understand customer needs and provide appropriate solutions.
  • Technical Skills: Familiarity with CRM tools, call center software, and basic troubleshooting techniques. Comfortable using phones, computers, and other customer service tools.
  • Multitasking: Ability to manage multiple tasks efficiently while maintaining attention to detail.
  • Education: [High school diploma or equivalent required; Bachelor's degree preferred]
Preferred Skills:
  • Experience in a [specific industry, e.g., tech, telecommunications, financial services] environment.
  • Knowledge of [specific software or platforms used in your company, e.g., Zendesk, Salesforce].
  • Bilingual abilities (if applicable).
Personal Attributes:
  • Patience & Calmness: Ability to remain calm and positive under pressure and handle difficult customer situations effectively.
  • Team-Oriented: Works well within a collaborative team environment.
  • Goal-Oriented: Motivated by achieving personal and team performance goals.

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