Customer Service Representative II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct manual evaluations for cancellations and refunds.

• Assist with basic troubleshooting for digital subscription platform issues, including receipt uploads and survey errors.

• Utilize existing SOPs in Google Docs for guidance.

• Perform occasional outbound follow-ups to clarify customer information.

• Address customer inquiries through a maximum of two channels, such as phone, email, or chat.

• Provide comprehensive information regarding products and services.

• Efficiently and professionally resolve complex customer issues.

• Follow up with customers to confirm issue resolution.

• Accurately log customer interactions in the organization's CRM system.

• Escalate cases to higher-tier support or management and ensure timely resolution.

• Manage high-pressure scenarios while maintaining professionalism and composure.

• Comply with company policies and procedures.

• Achieve or surpass performance targets for related KPIs.

• Keep up-to-date knowledge of products, services, and processes through training and continuous learning.

• Collaborate with other departments to resolve customer issues.

• Maintain a positive, empathetic, and professional demeanor.

• Carry out additional duties as assigned.

⛳️ Requirements

• At least 2 years of prior customer service experience, preferably within a call center setting.

• Excellent communication skills, both verbal and written.

• Familiarity and experience with a CRM system.

• Proficient in operating computers and various software applications.

• Strong analytical and problem-solving abilities.

• High attention to detail.

• Must be open to working night shifts.

• Must reside in the Philippines (remote position).

🏝️ Benefits

• Remote work arrangement.

• BYOD (bring your own device) policy.

• Access to training programs and continuous learning modules.

• Equal Employment Opportunity protections.