Customer Service Representative
Job Summary
As a Customer Service Representative, you will act as the primary point of contact for international clients to provide high-quality support. You are responsible for resolving complex issues and ensuring a seamless digital experience using specialized process innovation and AI-driven tools. Your role focuses on maintaining service excellence while meeting key performance indicators for satisfaction and resolution.
Responsibilities
- Provide omnichannel customer support
- Resolve order and technical issues
- Maintain accurate CRM records
- Meet CSAT, AHT, and FCR targets
- Escalate complex technical issues
Required Skills
- Excellent English communication
- CRM and software navigation
- Problem-solving and empathy
- Attention to detail
- Adaptability to shifting schedules
Job Details
Job Purpose: As a Customer Service Representative, you will be the primary point of contact for international clients and customers. Your goal is to provide high-quality support, resolve complex issues, and ensure a seamless digital experience using specialized process innovation and AI-driven tools.
Key Responsibilities:
- Omnichannel Support: Respond to customer inquiries promptly and accurately via phone, email, and live chat.
- Issue Resolution: Diagnose, troubleshoot, and resolve customer concerns regarding order status, tracking, cancellations, returns, or technical product issues.
- Account Management: Maintain and update detailed customer records in the CRM (e.g., Salesforce, HubSpot) with high accuracy.
- Performance Metrics: Consistently meet or exceed Key Performance Indicators (KPIs) such as CSAT (Customer Satisfaction), AHT (Average Handle Time), and First Contact Resolution (FCR).
- Continuous Learning: Participate in training sessions for new product updates and proprietary automation tools.
- Escalation: Identify complex issues that require specialized technical intervention and escalate them to the appropriate department.
Job Requirements:
- Education: At least a High School Graduate (Senior High School under the new curriculum). College graduates are preferred for specialized accounts.
- Experience: Entry Level (No experience required) or 1–3 years in an international BPO/Tech Support environment for premium accounts.
- Communication: Excellent verbal and written English communication skills.
- Technical Savvy: Basic knowledge of Windows/Office tools; ability to navigate multiple software tabs and CRM platforms simultaneously.
- Flexibility: Willingness to work in shifting schedules, including night shifts, holidays, and weekends.
Skills & Competencies:
- Problem-Solving: Ability to think on your feet and provide 'outside the box' solutions.
- Empathy: Strong interpersonal skills to handle frustrated customers with professionalism.
- Detail-Oriented: High attention to detail for data entry and following strict company compliance/scripts.
Benefits & Perks:
- Competitive Salary Package + Performance Bonuses.
- HMO (Health Insurance) coverage upon hire.
- Night Differential and OT Pay.
- Career Growth opportunities.
- Work-Life Balance initiatives and engagement activities.