Customer Service Representative – Omnichannel

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

📋 Description

• Answer inbound customer inquiries through calls, emails, and messages in a courteous, friendly, and professional manner.

• Deliver precise, valid, and comprehensive information to customers.

• Address and resolve customer issues and complaints promptly and professionally.

• Identify and evaluate customers' needs to ensure satisfaction.

• Diagnose and resolve customer challenges by offering suitable solutions.

• Refer unresolved matters to higher-level support when necessary.

• Maintain clear, concise, and polite communication with customers.

• Record all interactions and keep accurate documentation of customer issues and their resolutions.

• Provide timely and effective follow-ups to guarantee customer satisfaction.

• Stay informed about product knowledge, company policies, and procedures.

• Utilize available resources and tools to deliver accurate information to customers.

• Achieve individual and team performance metrics, including response time, resolution time, and customer satisfaction ratings.

• Continuously seek to enhance efficiency and effectiveness in managing customer inquiries.

• Collaborate with team members and other departments to address customer concerns.

⛳️ Requirements

• Outstanding verbal and written communication abilities.

• High school diploma or equivalent; a college degree is advantageous.

• Prior experience in customer service managing voice, chat, and email, ideally in a BPO or call center setting.

• Exceptional written communication skills with a solid grasp of grammar and spelling.

• Capability to multitask and manage time efficiently.

• Strong interpersonal skills and a customer-oriented mindset.

• Proficiency in utilizing chat and email platforms, along with CRM software.

• Excellent problem-solving capabilities and attention to detail.

🏝️ Benefits

• Must have the ability to work from home in a secure, distraction-free environment (Temporary).

• Requires high-speed internet access at home.

• Willingness to work on a shifting schedule, including holidays and weekends.

• Typing speed of at least 35 words per minute with 90% accuracy.