Customer Service Representative

Job Summary

The Customer Support Representaive or (Client Intake & Lead Coordination Specialist) is responsible for being the first point of contact for inbound leads and customers. This role ensures rapid response to website inquiries, professionally manages incoming calls and live chat, qualifies prospective clients, and schedules design consultations.

This position focuses on capturing momentum, protecting the brand’s premium image, and ensuring all leads are properly documented and routed. It does not involve quoting, pricing discussions, or closing sales.

Key Responsibilities

1. Lead Response & Call Handling

• Respond to website form submissions promptly.
• Answer all inbound calls in a professional and brand-aligned manner.
• Identify caller type (existing customer, new prospect, vendor, etc.).

2. Lead Qualification

• Ask conversational qualification questions to determine: o Project type o Location o Timeline o Project size (when applicable) o Decision-maker involvement

3. Live Chat Management

• Monitor and respond to live chat inquiries during business hours.
• Answer basic product and availability questions.
• Convert qualified chat inquiries into scheduled consultations.

4. Consultation Scheduling

• Book 15-minute design consultations.
• Send confirmation emails/calendar invites and ensure appointments are properly confirmed.
• Communicate clearly with both clients and Sales Consultants.

5. CRM Documentation

• Accurately log 100% of calls, chats, and leads in Zoho CRM.
• Maintain detailed notes and clear status updates.
• Ensure no lead is left unattended.

Qualifications

• Experience in client intake, lead coordination, customer service, or call handling.
• Strong verbal and written English communication skills.
• Professional phone presence with a calm, confident tone.
• High emotional intelligence and customer service mindset.
• Ability to multitask (phone, chat, CRM) efficiently.
• Proficiency in CRM systems (Zoho CRM preferred).
• Experience with VOIP systems (RingCentral or similar).
• Familiarity with live chat platforms (Zoho SalesIQ preferred).
• Strong organizational and note-taking skills.
• Proficiency in Microsoft 365 (Outlook, Teams, Excel).

What We Offer

At Beehive-BPO Corp (also known as SolutionCX), we strive to provide a supportive and rewarding work environment. Employees can look forward to the following benefits:

• Salary Range: 26,000 - 28,000 (Basic and De Minimis), not inclusive yet of ND and Holiday pay
• Full government-mandated benefits: SSS, PhilHealth, and Pag-IBIG
• Night differential pay and holiday compensation
• 13th-month pay bonus
• Free HMO coverage with 1 free dependent upon regularisation
• Paid leave entitlements upon regularization
• Accident insurance for added peace of mind
• Quarterly Perfect Attendance Incentives
• Company-Sponsored Events – Team building, employee engagement programmes, and more
• Monthly Awards & Recognition Programs (with monetary incentive)