Customer Service Representative

ROLE SUMMARY

Our client is expanding its national presence and is currently looking for a Customer Service Representative who has a passion for problem-solving and exceeding customer expectations. We are in search of an extraordinary individual filled with energy, a team player who is driven by results, and someone who will deliver best-in-class service, in a professional and timely manner.

As a part of the Customer Experience team, your overall responsibilities will be to ensure customers receive professional, quality, and timely service. Your responsibilities are focused on responding to customer correspondence with the highest degree of courtesy and resourcefulness from our existing and prospective customers. The ideal candidate understands the need for a flawless customer experience, can multi-task, and stay organized in a fast-paced environment.

SCHEDULE: 10:00 AM – 7:00 PM Eastern Daylight Time (10:00 PM - 7:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Answer inbound calls and emails to assist customers

·       Identify customer needs and provide personalized service to ensure positive and meaningful outcomes

·       Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues

·       Utilize data and customer feedback to analyze customer service trends and recommend revised policies and processes to improve customer experience

·       Collaborate with management to resolve customer issues when necessary to provide the most seamless customer experience possible

QUALIFICATIONS

·       A bachelor’s degree in the related field is an advantage

·       Minimum of 3 years of experience in a direct customer support role

·       Strong ability to develop customer relationships, facilitate customer engagement

·       Adept in Microsoft Word, Excel, PowerPoint, and the management of data and reports

·       Ability to multi-task in a fast-paced environment with a commitment to responsiveness and customer/co-worker satisfaction

·       Strong written, listening, and verbal communication skills, as well as exceptional interpersonal skills

·       Strong results-oriented team player with a passion for driving cross-functional collaboration

·       Highly reliable with a consistent attendance record

·       Highly proficient in performing tasks requiring accuracy and on time

·       Exceptional skills in critical thinking, problem-solving, and organization, including being able to handle multiple priorities

·       Ability to work collaboratively and professionally

·       Self-starter with proof of a strong work ethic

·       Comfortable using resources to work independently to problem solve/assist customers

·       Continuously adapt as the business evolves and grows