Customer Service Representative

Responsibilities:

The duties of a CSA focus on maintaining positive customer relations across multiple channels, including phone, email, chat, social media, and in-person interactions.

• Inquiry Management - Respond to customer questions about products, services, policies, or procedures with accuracy, empathy, and a professional, friendly tone.

• Conflict Resolution -Investigate customer complaints, identify root causes, and provide effective solutions—such as apologies, compensations, or policy adjustments—while maintaining a positive experience.

• Transaction Processing - Handle operational tasks such as processing orders, returns, refunds, exchanges, and account updates by escalating accurately and efficiently when needed.

• Documentation - Maintain detailed, accurate records of all customer interactions, issues, and resolutions within the company’s CRM system for compliance and future reference.

• Escalation Management - Identify complex or high-priority issues that require intervention from supervisors, technical support, or specialized departments, providing clear summaries for seamless handoffs.

• Product Knowledge - Stay updated on all company offerings, promotions, pricing, and updates to provide expert guidance and help customers make informed buying decisions.

• Multichannel Support - Monitor and respond to inquiries across digital platforms like social media, apps, and self-service portals, ensuring consistent branding and response times.

• Quality Assurance - Participate in chat/call monitoring, feedback sessions, and training to improve service standards, adhering to key performance indicators (KPIs).

• Upselling and Retention - Identify opportunities to recommend relevant products or services, promote loyalty programs, and nurture long-term customer relationships to drive revenue.

• Team Collaboration - Coordinate with sales, marketing, and other teams to relay customer feedback, trends, or process improvements that enhance overall service delivery.

Qualifications:

• Bachelor’s degree in Business Administration, Communication, Marketing, or any related field is preferred.
• At least 1–2 years of experience in customer service, call center, retail, or sales.
• Strong problem-solving and conflict-resolution skills with the ability to identify root causes and provide effective solutions.
• Must be computer literate.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Highly organized and detail-oriented.
• Motorcycle riders or enthusiasts have an advantage.
• Must be willing to work on-site in Bagumbayan, Quezon City.