Customer Service Agent

Customer Service And Sales Pasig City, National Capital Region


How will you contribute?  

  1. Provide an exceptional and positive client experience for our customers to establish a good customer relationship.
  2. . Respond to customer queries via a variety of channels, including calls, emails, live chat, eBay and Facebook.
  3. Ensure department performance expectations are being met by establishing high satisfaction ratings and adhering to service level agreements (SLA).
  4. Assist in the processing and management of online orders, including actioning and administrating refunds for customer cancellations and returns.
  5. Communicate with management and other departments within the company to raise and resolve issues encountered with systems, processes, the website and to provide solutions to customer queries.
  6. What do you need to be able to do?

What do you need to be able to do?  

  1. Conduct yourself in a professional manner whilst conveying a positive attitude, courteous mannerisms, a willingness to assist and an empathetic demeanour when communicating with customers.
  2. Communicate clearly and concisely and listen and digest information provided by customers in order to deliver a solution quickly and effectively.
  3. Respond and resolve customer queries in an efficient and timely manner to assist in reducing wait times for customers and the department’s workload.
  4. Remain reactive, resilient, and calm under pressure when interacting with challenging customers and difficult scenarios.
  5. Familiarise and continuously educate yourself on the products and services the client offers.
  6. Refer to and retain information on the company’s policies, systems, and procedures.

What qualifications / experiences do you need?  

  • Demonstrated experience (ideally 2+ years) in a Customer Service environment.
  • Demonstrated experience (ideally 2+ years) in managing small to medium sized teams effectively.
  • Proficiency in Microsoft Office, in particular Excel.
  • Experience using customer management platforms – Zendesk preferred