Customer Service Representative
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Job Description
Customer Service Representative handling voice and email support for customers and Territorial Representatives. Resolving escalations, documenting interactions, and improving service processes remotely from the Philippines.
Responsibilities:
- Handle inbound and outbound calls professionally, ensuring a high level of customer service
- Respond to customer inquiries via email with clear, accurate, and timely communication
- Assist Territorial Representatives with product-related inquiries, order statuses, and service requests
- Handle occasions when customers are routed to inbound calls
- Maintain a positive and empathetic attitude toward customers
- Process and resolve escalated cases efficiently while adhering to company guidelines
- Investigate customer concerns and provide effective solutions within the required timeframe
- Collaborate with internal teams to resolve complex issues and ensure a seamless customer experience
- Accurately document customer interactions, inquiries, complaints, and resolutions in the system
- Ensure all customer data and transaction records are updated and maintained according to company policies
- Prepare and submit reports related to customer service performance and escalations
- Identify recurring customer issues and recommend process enhancements
- Stay updated with company policies, products, and procedures
- Participate in team training and continuous learning initiatives
Requirements:
- College Degree or equivalent
- Minimum 1-2 years of customer service experience in voice and email support
- Knowledge in Microsoft Office Suite (Outlook, Excel, Word) and CRM software
- Excellent verbal and written communication skills in English
- Ability to analyze situations, identify problems, and develop solutions effectively
- Strong organizational skills with the ability to manage multiple tasks efficiently
- Ability to handle challenging situations professionally and provide customer-centric resolutions
- Ability to collaborate and work well within a team-oriented environment
Benefits:
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- 20 % Night Differential
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
- Night Shift
- Work from Home
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