Customer Service Representative
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Job Description
Home-Based Customer Service Representative providing product and service information to partner brands. Driving customer satisfaction and resolving issues while working remotely in the Philippines.
Responsibilities:
- Assist clients in delivering excellent service to their partner brands by providing product and service information and resolving product and service concerns
- Drive customer satisfaction by receiving queries, resolving issues, understanding customer goals, and maintaining extensive product knowledge
- Run daily report of open orders and complete follow up for reasons listed on the report
- Periodically check for new orders throughout the day to set follow up dates & reasons
- Review orders to ensure ship date and method will result in timely arrival
- Track shipments on various shippers’ websites
- Communicate with manufacturers and AEs via phone, email
- Answer questions from Billing, Collections, and other internal employees regarding assigned AEs' orders
- Retain and appropriately apply knowledge of multiple vendors & products
- Document all order-related activities in various systems
- Negotiate with manufacturers when necessary
- Relay compassion, desire to help and service-oriented attitude, appropriately balancing empathy and firmness
- Report to work timely and consistently with minimal unplanned absences
- Provide backup to other customer service representatives
- Other duties as assigned
Requirements:
- Bachelor's degree in Marketing, Communications, and Business Administration, or any related field
- 1-2 years of direct Promotional, Customer Service, or Order Management role
- Strong verbal, written, and English communication skills
- Ability to work overnight/graveyard shifts in Philippine time or within US operating hours
- Proficient in both 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
- Customer orientation and the ability to adapt to and respond to diverse types of characters
- Familiarize yourself with CRM systems and practices
Benefits:
- Industry-leading salary packages
- Permanent work-from-home setup
- Company equipment provided
- Internet stipends upon regularization
- HMO Coverage
- 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
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