Customer Service Representative

The Customer Service Representative (CSR) will serve as the primary point of contact for customer inquiries, orders, issues, and requests. This role requires strong communication skills, problem-solving abilities, and a commitment to providing a high level of customer satisfaction. The CSR will manage customer interactions through phone, email, and chat, providing information on products/services, resolving complaints, processing orders, and ensuring a seamless customer experience.

• Customer Interaction : Respond to customer inquiries, complaints, and requests across various communication channels (phone, email, chat).
• Issue Resolution : Diagnose customer problems by gathering information, providing accurate solutions, and escalating complex issues when necessary.
• Order Processing : Handle customer orders, returns, and exchanges, ensuring data accuracy and timely fulfillment.
• Product/Service Knowledge : Maintain a deep understanding of the company’s products, services, policies, and procedures to provide informed responses and assistance.
• Documentation : Accurately document all customer interactions, issues, and resolutions in the CRM system for record-keeping and follow-up.
• Performance Metrics : Meet or exceed individual performance targets, including response times, resolution rates, and customer satisfaction scores.
• Feedback Collection : Actively listen to customer feedback and communicate common trends or suggestions to management for service improvement.
• Collaboration : Work closely with other departments, such as Technical Support, Sales, and Operations, to ensure a cohesive approach to customer service.

• Experience : Prior experience in a customer service role, ideally in a call center or BPO setting, is preferred.
• Skills :
• Excellent verbal and written communication.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Proficiency in CRM tools (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
• Ability to work independently and as part of a team.
• Education : at least High school 

Work Environment:

• Schedule : May involve rotating shifts, weekends, and holidays based on customer demand.
• On-Site : Within Pasig

Compensation and Benefits:

• Salary : Competitive base salary, often supplemented with performance incentives.
• Benefits : Health insurance, government benefits

This role is ideal for someone with strong communication skills, a customer-focused attitude, and the resilience to handle multiple customer interactions effectively.