Customer Service Representative
Job Summary
The Customer Service Representative handles inbound and outbound inquiries via calls, emails, and chat. This role requires resolving customer concerns professionally, processing service requests accurately, and documenting interactions. The incumbent must meet quality, productivity, and KPI targets while collaborating with internal departments.
Responsibilities
- Manage inbound/outbound customer communications
- Process orders, returns, and service requests
- Resolve customer issues professionally
- Maintain accurate system documentation
- Meet productivity and quality KPIs
Required Skills
- 1 year BPO experience
- Good communication skills
- Adaptability to shifting schedules
- Ability to work onsite
- Strong problem-solving skills
Job Details
Key Responsibilities:
- Handle inbound and outbound calls, emails, and chat inquiries from customers
- Provide product, service, and account-related information accurately and clearly
- Resolve customer concerns in a timely and professional manner
- Process orders, returns, refunds, or service requests based on company guidelines
- Document all interactions properly in the system
- Meet required KPIs such as AHT, CSAT, quality, and productivity targets
- Coordinate with internal teams (billing, logistics, technical support) to resolve complex cases
- Ensure compliance with company policies and data privacy standards
- Adapt communication style based on customer location and cultural background
- Participate in training and continuous improvement activities
Basic Requirements:
- At least finished Senior High School
- With at least 1 year experience in BPO industry
- Average to Good communication skills
- Amenable working onsite in McKinley Hills, Taguig City (beside Venice Grand Canal Mall)
- Amendable working on a shifting schedule including weekends and holidays