CSR - Non Voice Account Pasig Site

we are seeking a detail-oriented, empathetic, and tech-savvy Customer Service Representative (CSR) to join our dynamic support team. This is a blended role with a heavy focus on digital engagement. Approximately 80% of your time will be spent handling non-voice channels (Email, Live Chat, and Social Media), while the remaining 20% will involve voice support (Inbound/Outbound calls for complex issue resolution or escalation). The ideal candidate is a master of written communication who can pivot to a phone call seamlessly when a human touch is needed. Key Responsibilities Digital Queue Management (80%): Respond to customer inquiries via live chat, email, and social media platforms with speed, accuracy, and professionalism. Voice Support (20%): Handle inbound customer calls and conduct necessary outbound follow-ups to resolve complex issues that cannot be easily addressed via text. Problem Resolution: Diagnose, troubleshoot, and resolve customer issues regarding account management, billing, and technical inquiries. Documentation: Maintain accurate, detailed logs of all customer interactions, feedback, and actions taken in our CRM system. Knowledge Base Contribution: Identify recurring customer pain points and collaborate with the team to update internal FAQs and canned responses. Qualifications & Skills Experience: At least 1–2 years of experience in a customer service role (BPO or in-house). Experience with digital support (Chat/Email) is highly preferred. Written Communication: Exceptional written English, including flawless grammar, spelling, and sentence structure. Ability to convey empathy and tone through text. Verbal Communication: Clear, confident, and professional verbal communication skills for phone interactions. Tech-Savviness: Proficiency with CRM software (e.g., Zendesk, Salesforce, Freshdesk) and multi-channel chat tools. Fast and accurate typing speed (minimum 45–50 WPM). Critical Thinking: Ability to multitask between different chat concurrency levels while maintaining a high quality of work. What We Offer Competitive salary and benefits package. Comprehensive health and wellness benefits (HMO/Medical/Dental). Paid training and continuous career development. A supportive, collaborative, and modern work environment.