Customer Service Representative is responsible for managing customer queries and complaints via our company hotline, social media, and email channels. CSR also processes modifications on the route or parcels and escalate complaints across a number of communication channels and through data analysis, push relevant departments to make improvements, reduce customer complaints, and improve the quality of internal operations
QUALIFICATIONS
1. College level or short course/vocational diploma or equivalent
2. At least 1 year relevant work experience in Customer Service or similar field preferred.
3. Experience in E-Commerce, Logistics, or BPO is a plus.
4. Familiarity with CRM systems, SalesForce or Zendesk
KNOWLEDGE, SKILLS, & ABILITIES
5. Excellent written and verbal communication skills.
6. Excellent customer service and interpersonal skills
7. Ability to handle multiple projects simultaneously and work under pressure.
8. Knowledgeable in Microsoft Office and relevant software.
9. Strong background in Logistics Operations or E-Commerce.
10. Strong problem analysis and resolution skills
DUTIES AND RESPONSIBILITIES
11. Maintaining a positive, empathetic, and professional attitude toward customers at all times.
12. Answer calls and email based on customer inquiry.
13. Responding promptly to customer inquiries.
14. Communicating with customers through various channels.
15. Acknowledging and resolving customer complaints.
16. Keeping records of customer interactions, transactions, comments, and complaints.
17. Communicating and coordinating with related department as necessary.
18. Providing feedback on the efficiency of the customer service process.
19. Ensure customer satisfaction and provide professional customer support.
20. Monitor delivery status, update client information and transaction activity in the system.
21. Process transaction in the system – Orders, form and application.
22. Identify issue to escalate to supervisor’s/team leaders.
23. Complete call logs and reports.
24. Verify customer information and instruction.
Job Types: Full-time, Permanent
Pay: Php19,000.00 - Php23,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Day shift
Supplemental Pay:
- 13th month salary
- Overtime pay
Language:
- English (Preferred)
Work Location: In person
