Customer Service (CSR)

About us

Nityo Infotech Services Philippines Inc. is a leading information technology and customer service solutions provider dedicated to delivering exceptional support and innovative services to our diverse client base. We pride ourselves on fostering a dynamic work environment where our talented team members can grow, develop their skills, and make a meaningful impact. Our commitment to excellence, paired with our focus on employee satisfaction and professional development, makes us an employer of choice in the Philippines.

About the role

We are seeking a dedicated and customer-focused Customer Service Representative (CSR) to join our growing team at our Quezon City Metro Manila location. This is a full-time position that plays a crucial role in delivering outstanding customer support and maintaining strong client relationships. As a CSR, you will be the frontline representative of our organisation, responsible for handling customer inquiries, resolving issues, and ensuring customer satisfaction. This role is essential to our commitment to providing exceptional service and building lasting relationships with our valued clients.

Key responsibilities

• Handle incoming customer inquiries via phone, email, chat, or other communication channels in a professional and courteous manner
• Provide accurate information about products and services to customers and address their concerns promptly
• Resolve customer complaints and issues whilst maintaining a positive and empathetic approach
• Process customer requests, including orders, returns, and account updates, with accuracy and attention to detail
• Document all customer interactions and transactions in the company's systems to maintain detailed records
• Follow company policies and procedures to ensure compliance and consistency in service delivery
• Identify opportunities to enhance customer satisfaction and provide feedback to management
• Meet performance targets, including call handling time, customer satisfaction scores, and productivity metrics
• Collaborate with team members and other departments to resolve complex customer issues effectively
• Participate in training programmes and ongoing professional development to improve skills and product knowledge

What we're looking for

• High school diploma or equivalent; additional qualifications in customer service or related fields are advantageous
• Proven experience in a customer service or call centre environment, preferably 1-2 years or more
• Excellent verbal and written communication skills with the ability to articulate clearly and professionally
• Strong listening skills and the ability to empathise with customers to understand their needs
• Patience and composure when handling difficult or frustrated customers
• Problem-solving abilities and a proactive approach to resolving customer issues
• Proficiency in using computer systems, customer relationship management (CRM) software, and standard office applications
• Ability to multitask and prioritise effectively in a fast-paced environment
• Team player mentality with the ability to work collaboratively and support colleagues
• Reliability and punctuality with a strong work ethic and professional attitude
• Willingness to work flexible schedules, including possible shift work or weekend availability, as required