Customer Service Representative

Customer Service And Sales Pasig City, National Capital Region


Description

Customer Engagement

  • Delivering consistently amazing customer experiences through timely responses to all queries over the phone, email, chat and via social channels.
  • Proactively managing customers expectations and following through on our promises to ensure their experience is seamless
  • Treat each customer as a unique case. Always practice active listening and handle all concerns in an empathetic, patient manner.
  • Timeliness; ensure that no customer is left behind at the end of each day.
  • Assist customers in placing orders, processing returns, and resolving any post-purchase issues promptly.

Communication

  • Communicate with customers in a clear, courteous, and professional manner, both written and verbal.
  • Follow established communication guidelines and maintain brand voice and tone across all
    interactions.
  • Share customer feedback themes with manager and cross-functional teams to drive change and achieve resolution

Problem Solving and Solution Oriented

  • Be a solutions-focused problem solver, taking a solution focused approach to continuously elevate the customer experience at the client.
  • Investigate and proactively identify customer issues, ensuring a swift and effective resolution.
  • Follow through on customer feedback; share your concerns, any red flags and potential problems.
  • Collate and share feedback with the Customer Relationship Manager.
  • Be dynamic and resilient; embrace change, automation, new systems, and more efficient ways of working.

Contact Centre Ticket Management

  • Ensure timely and accurate resolution of customer enquiries across all channels, in both your personal inbox and the shared inbox.
  • Seek assistance and escalate when appropriate to ensure we deliver amazing. The Customer Service Representative is the first point of contact for customer feedback.

KPIs and Development 

  • Meet all KPI’s on the balanced scorecard to ensure we’re consistently delivering AMAZING
    experiences
  • Be proactive and take responsibility for your own learning. Participate in training, feedback and coaching sessions to stay updated on product knowledge, policies, and procedures.

What you bring to the ROLE

Capabilities

  • Positive attitude and passion for delivering amazing customer experiences
  • Excellent communication skills, both written and verbal, with a strong command of grammar and language.
  • Ability to multitask and prioritise tasks in a fast-paced environment.
  • Attention to detail 

EXPERIENCE | QUALIFICATIONS

  • Proven experience in customer service or a related field, preferably in retail or e-commerce.
  • Proficiency in using customer service software, CRM systems, and social media platforms.
  • Experience with AP21, Shopify and Zendesk preferred
  • Intermediate computer and administrative skills.

QUALITIES

  • Pro-active, self-motivated, resilient, success & solutions-focused
  • Resilience and willingness to embrace change
  • Strong ability to work independently and within a Team environment
  • Great attention to detail, communication and time management skills.
  • Empathetic and patient demeanour with a genuine desire to help customers