Customer Service Representative - Local Account

We are looking for a Customer Service Representative – Local Account who will handle inbound and outbound customer inquiries through phone, chat, email, and social media. The role involves assisting customers with questions about products, services, orders, and promotions while resolving complaints in a professional and timely manner. The representative will coordinate with internal teams to address concerns, document customer interactions accurately, and follow company service standards and procedures. The ideal candidate is customer-oriented, patient, and capable of maintaining a polite and professional approach while meeting performance targets such as response time, resolution rate, and customer satisfaction.

POSITION OVERVIEW

• Handle inbound and/or outbound customer concerns via phone, chat, email, or social media platforms.
• Respond to inquiries related to products, services, branches, promotions, and orders.
• Resolve customer complaints and issues professionally and within agreed turnaround time.
• Coordinate with internal teams (store operations, delivery, sales, and marketing) to address concerns.
• Accurately document customer interactions and update records in the system.
• Escalate complex or unresolved concerns to the supervisor or concerned department.
• Follow company SOPs, customer service policies, and quality standards.
• Meet individual and team KPIs such as response time, resolution rate, CSAT, and attendance.
• Maintain a polite, respectful, and customer-focused approach at all times.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Marketing, Management, or related field.
• At least 6 months experience in CSR.
• Good verbal and written communication skills (Tagalog/Filipino; basic English).
• Basic computer skills and familiarity with customer service systems.
• Willing to work on shifting schedules, weekends, and holidays if required.
• Customer-oriented, patient, and able to handle irate customers professionally.

NOTE : WE ARE SUBJECT FOR RELOCATION TO BGC BY APRIL