Customer Service Representative
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Job Description
Home-based customer service representative managing promotional-product orders for DCX, a BPO serving U.S. small and medium-sized businesses. Handling customer accounts, order issues, supplier coordination, and status updates.
Responsibilities:
- Enter orders and handle the end-to-end process until the order reaches the customer
- Communicate changes in order status and production schedules with manufacturing suppliers, sales representatives, and clients
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Work with suppliers and the internal team on order issue resolution when needed
- Ensure production proof approvals are received and reviewed, and document proof and production status in internal systems
- Maintain up-to-date records of customer interactions, transactions, comments, and complaints
- Document all order-related activities in various systems and maintain order status updates in company internal software
- Follow communication procedures, guidelines, and policies
- Perform ad hoc tasks aligned with the role
Requirements:
- A highly proficient communicator in both spoken and written English
- Strong customer service orientation
- Excellent problem-solving and analytical skills
- Strong organizational and time management skills
- Ability to function well in a high-paced and at times stressful environment
- Bachelor's degree in Marketing, Communications, Business Administration, or any related field
- 1–2 years of direct Promotional, Customer Service, or Order Management experience
- Strong verbal, written, and English communication skills
- Ability to work overnight/graveyard shifts in Philippine time or within US operating hours
- Proficient in Microsoft and Google applications
- Basic exposure to Adobe Illustrator, Adobe Photoshop, and Canva is ideal
- Direct experience in the promotional industry or comparable e-commerce experience is beneficial
- Experience working with inbound and outbound calls, customer retention, and inside sales is preferred
- Familiarity with CRM systems and practices
Benefits:
- Permanent work-from-home setup
- Company equipment provided
- Government Mandated Benefits Employer Share
- Internet stipends upon regularization
- HMO Coverage upon regularization (with an option to enroll as early as Day 1)
- PTO credits and service incentive leaves
- Major spring and winter company live events
- Monthly employee appreciation virtual events
- Company-provided career skills training courses
- A company culture focused on your personal and professional growth
- Industry-leading salary packages
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