CSR - Voice/Blended (Chat & Email) Virtual Process

About the role

seeking a talented Customer Service Representative (CSR) - Voice/Blended (Chat & Email) Virtual Process to join our dynamic customer service team. This is a full-time position based in Caloocan City, Metro Manila. In this role, you will be at the forefront of our customer engagement strategy, managing multiple communication channels to deliver exceptional service and support to our clients. You will work in a virtual environment, handling voice calls, chat conversations, and email communications whilst maintaining the highest standards of professionalism and customer satisfaction. This position is crucial to our company's success, as you will be the voice and face us directly influencing customer experiences and loyalty.

What you'll be doing

• Handling inbound and outbound customer calls with professionalism and courtesy, addressing inquiries, resolving issues, and providing product information
• Managing live chat conversations with multiple customers simultaneously, ensuring prompt responses and accurate information delivery
• Responding to customer emails in a timely manner, providing detailed solutions and maintaining clear communication
• Documenting all customer interactions accurately in the company's customer relationship management (CRM) system
• Identifying customer needs and offering appropriate products or services to enhance satisfaction and drive sales
• Processing customer requests, orders, and complaints efficiently and professionally
• Escalating complex issues to supervisors or specialised departments when necessary
• Maintaining a positive attitude and demonstrating empathy when handling difficult or frustrated customers
• Adhering to company policies, procedures, and quality standards consistently
• Meeting or exceeding key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates
• Collaborating with team members and other departments to ensure seamless customer service delivery

What we're looking for

• High school diploma or equivalent qualification (bachelor's degree preferred)
• Proven experience in customer service, preferably in a call centre or blended environment handling voice, chat, and email channels
• Excellent verbal and written communication skills in English, with clear pronunciation and professional tone
• Strong listening and comprehension abilities to understand customer needs accurately
• Ability to multitask effectively, managing multiple channels and customers simultaneously
• Proficiency with CRM systems and Microsoft Office applications
• Patient, empathetic, and professional demeanour when dealing with customers
• Problem-solving mindset with the ability to think on your feet and provide quick solutions
• Reliability and strong attendance record with punctuality
• Ability to work independently in a virtual environment while remaining motivated and focused
• Customer-focused attitude with a commitment to delivering exceptional service
• Flexibility to adapt to changing priorities and procedures

What we offer

is committed to creating a supportive and rewarding work environment for our employees. We offer competitive compensation packages commensurate with experience and performance. Our comprehensive benefits include health insurance coverage, regular training and development opportunities to enhance your skills and career progression, and performance-based incentive programmes. We recognise the importance of work-life balance and provide flexible working arrangements within our virtual environment. Our company fosters a collaborative culture where employees are valued and encouraged to grow. We also provide ongoing support and mentorship from experienced team leaders, ensuring you have the tools and guidance needed to succeed in your role.

About us

is a leading provider of industrial sales solutions and services, committed to delivering excellence and reliability to our clients. With a strong reputation built on integrity, innovation, and customer-centric values, we have established ourselves as a trusted partner in the industrial sector. Our team is dedicated to providing high-quality products and exceptional customer support, and we take pride in our collaborative work environment where every team member contributes to our collective success. We believe in investing in our people, fostering professional development, and maintaining a workplace culture that values respect, accountability, and continuous improvement. At Richbuild Industrial Sales Inc., you will be part of a growing organisation with opportunities to make a real impact on customer satisfaction and business growth.

Apply now

If you are a motivated and customer-focused individual with experience in handling multiple communication channels, we would love to hear from you. Please submit your application, including your CV and a cover letter highlighting your relevant customer service experience, to join the team today.