Customer Service Executive
Job Summary
The Customer Service Executive handles customer inquiries via phone, live chat, and email to provide accurate product information and resolve concerns. They are responsible for maintaining professional interactions, documenting feedback, and ensuring a positive customer experience. This role requires collaboration with other departments to improve service delivery and support overall operations.
Responsibilities
- Manage customer inquiries via phone, chat, and email.
- Resolve account issues and complaints effectively.
- Maintain accurate records and documentation.
- Coordinate with internal teams for service improvement.
- Escalate complex or high-risk cases appropriately.
Required Skills
- Proficiency in English and Tagalog.
- Strong organizational and multitasking abilities.
- Experience with MS Office and CS software.
- Ability to work shifting schedules.
- Strong communication and empathy skills.
Job Details
Responsibilities:
1. Respond promptly and professionally to customer inquiries via phone call, live chat, and/or email.
2. Provide accurate information regarding company products, services, account concerns, and customer processes.
3. Assist customers in resolving account-related issues, complaints, and service concerns with accuracy and efficiency.
4. Conduct outbound calls or email follow-ups when needed.
5. Record customer interactions, transactions, feedback, comments, and complaints accurately while maintaining confidentiality at all times.
6. Escalate complex concerns, unresolved issues, suspicious activities, or high-risk cases to the Senior Customer Service Executive or Customer Service Supervisor.
7. Follow customer service standards, company policies, and internal procedures at all times.
8. Assist in maintaining customer records, documentation, reports, and other administrative files.
9. Coordinate with other departments when needed to resolve customer concerns and improve service delivery.
10. Stay updated with new products, services, promotions, procedures, and system updates.
11. Share customer feedback and recurring concerns with the team for service and process improvement.
12. Maintain professionalism, patience, and empathy when handling customer concerns.
13. Perform additional duties as assigned within the scope of responsibility to support overall operations and team success.
Qualifications:
1. Bachelor’s degree holder or college level in any field; Fresh graduates are welcome to apply.
2. Candidates with customer service, chat support, voice support, BPO, gaming, or online gaming experience are encouraged to apply.
3. Good command of interpreting written English and Tagalog language.
4. Can naturally converse verbally using English and Tagalog language.
5. Willing and able to work on shifting schedules, including holidays.
6. Willing to work onsite in Parqal, Parañaque City.
7. In-depth understanding of the entire MS Office, customer service software, and other office tools.
8. Excellent organizational and multitasking skills.
9. Able to handle confidential customer information with discretion.