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A Customer Service Representative, or CSR, will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills.
Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists.
They are confident at troubleshooting and investigating they don’t have enough information to answer customer questions or resolve complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and, maintain high customer satisfaction.
Responsibilities
- Answer, screen and forward incoming phone calls
- Provide basic and accurate information via phone
- Manage large amounts of incoming phone calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies Take the extra mile to engage customers
- Take the extra mile to engage customers
- Performs other duties that may be assigned from time to time.
Our must-haves:
- Must attend in-person meetings depending on the status of the pandemic
- Must have a fast, reliable DSL, Fiber, or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum actual speed of 10MBPS
- Must have a backup internet connection of the same speed, if the primary connection becomes spotty
Note: An online assessment of the workspace will also be part of the recruitment process
Status: This is a full-time, permanent position with benefits.
Hardware Provision: Company-issued Laptop will be provided on the first day.
Requirements
What we’re looking for:
- Proficiency in Microsoft Office Suite
- Solid written and verbal communication skills
- Ability to be resourceful and proactive when issues arise
- Customer service attitude
- Proven customer support experience or experience as a Client Service Representative
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Excellent communication and presentation skills
- Customer orientation and ability to adapt/respond to different types of characters
Benefits
Perks & Benefits:
- Government-mandated contributions: SSS, Philhealth, PagIBIG
- 13th-month pay: computation is based on the total basic salary of the employee
- Perks and/or Allowances: Deminimis (non-taxable), benefits of relatively small value intended for the general welfare of employees (meal allowance, rice allowance, clothing, laundry or medical cash, power and internet allowance)
- Paid Leaves: 6 VL to take time off, 6 SL (recuperation), 3 EL (emergency situations), statutory leaves (maternity, solo parent, maternity, etc)
- Leave Conversion: maximum of 10 unused leave credits may be converted into cash
- Special Leave Privileges: birthday occasions, client-initiated leaves
- Healthcare Benefits with one (1) dependent
- Funeral Assistance: Php 5,000
- Service Award Incentive: rewards and recognition for employees who will successfully reach 1, 3, 5, 7, or 10 years with the company
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Last updated on Feb 29, 2024