CUSTOMER SERVICE ASSISTANT

₱18,000.00

DUMAGUETE CITY (CAPITAL), NEGROS ORIENTAL
Educ level not specified
Permanent

Job Description

Job Title: Customer Service Representative (CSR)
Company: ECE Contact Centers

Job Summary:
We are seeking dynamic and customer-focused individuals to join our team as Customer Service Representatives (CSRs). As a CSR, you will be the voice of our company, responsible for addressing customer inquiries, resolving issues, and ensuring a seamless customer experience. The ideal candidate should have excellent communication skills, a customer-first mindset, and the ability to handle a variety of interactions with professionalism and empathy.

Key Responsibilities:
Handle Customer Inquiries: Respond to customer inquiries via phone, email, or chat in a timely and courteous manner.
Problem Resolution: Identify and resolve customer concerns or escalate them to the appropriate department when necessary.
Product and Service Knowledge: Maintain a thorough understanding of the company’s products and services to provide accurate information to customers.
Order Processing: Assist customers with order placement, tracking, and post-purchase support.
Maintain Customer Records: Update and maintain customer information in the company's database accurately.
Complaint Handling: Manage customer complaints with a calm and positive attitude, aiming to achieve first-contact resolution.
Follow-up on Inquiries: Ensure follow-ups are completed for unresolved inquiries to enhance customer satisfaction.
Upsell Opportunities: Identify upsell opportunities during customer interactions, when appropriate, to contribute to the company's revenue goals.
Adhere to Performance Metrics: Meet or exceed performance targets related to response time, customer satisfaction, and other key metrics.
Team Collaboration: Work closely with team members and supervisors to share feedback, improve processes, and ensure overall team success.

Qualifications/Requirements

Qualifications:
Education: High School graduate, Senior High School graduate, or equivalent.
Communication Skills: Excellent English verbal and written communication skills, with the ability to articulate thoughts clearly and professionally.
Customer Service Orientation: Strong ability to empathize with customers, ensuring a positive experience for each interaction.
Problem-Solving Skills: Ability to think on your feet and handle challenges or escalations in a calm and efficient manner.
Tech Savvy: Proficiency in basic computer applications, including email, chat platforms, and CRM systems.
Time Management: Ability to manage multiple customer interactions simultaneously while maintaining attention to detail.
Adaptability: Comfortable working in a fast-paced environment and being flexible with schedules, as needed.

Preferred Skills/Experience:
Prior experience in a customer service role (BPO or similar environment) is an advantage but not required.
Familiarity with various CRM systems or ticketing tools is a plus.

Work Schedule:
Flexibility to work in shifts, including nights, weekends, and holidays as required.

Work location

DUMAGUETE CITY (CAPITAL), NEGROS ORIENTAL

Remarks

Benefits:
Competitive salary and performance-based incentives
Health benefits (HMO)
Paid training and development opportunities
Career advancement opportunities
Free snacks and food

If you are customer-oriented, have a positive attitude, and thrive in a team environment, we encourage you to apply! Join ECE Contact Centers and be part of a dynamic and supportive team dedicated to delivering world-class customer service.
About the company

Providing the best experience starts by hiring employees that exemplify our culture and passion for ​extraordinary customer service. Our employees have the empowerment to make decisions that lead to the best customer experience. Leadership at ECE is inclusive, expected, and shared.

Industry

OTHER COMMUNITY, SOCIAL AND PERSONAL SERVICE ACTIVITIES

Employment size

200 and over (Large)

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