Customer Service Representative

About the role

We are seeking a dedicated and customer-focused Customer Service Representative to join our team in Mandaluyong City, Metro Manila. In this role, you will be the voice of our organisation, providing exceptional support to our customers and ensuring their enquiries are resolved efficiently and professionally. This position is critical to maintaining our reputation for outstanding customer service and building lasting relationships with our client base. You will work in a dynamic environment, handling inbound and outbound customer interactions whilst maintaining high standards of professionalism and courtesy.

Key responsibilities

• Answering inbound customer calls in a timely and professional manner, responding to enquiries and providing accurate information about products and services
• Resolving customer issues and complaints effectively, escalating complex matters to senior staff when necessary
• Recording accurate details of customer interactions, transactions and follow-ups in the customer relationship management system
• Processing customer requests including orders, returns, refunds and account modifications
• Providing product and service information to customers, making recommendations where appropriate
• Maintaining a professional and courteous demeanour at all times, even in challenging situations
• Meeting performance targets including call handling time, first-call resolution and customer satisfaction metrics
• Collaborating with colleagues and other departments to ensure seamless service delivery
• Following company policies, procedures and quality standards consistently

What we're looking for

• Strong verbal communication skills with the ability to articulate clearly and listen actively to customer needs
• Excellent customer service orientation with a genuine desire to help and satisfy customers
• Proficiency in English, both written and spoken; additional language skills are advantageous
• Ability to multitask and manage multiple calls or interactions simultaneously whilst maintaining accuracy
• Patience and emotional resilience to handle difficult customers and challenging situations calmly and professionally
• High level of attention to detail and accuracy when recording customer information and processing transactions
• Familiarity with computer systems, customer relationship management software and telephone systems
• Ability to work in a fast-paced environment and meet performance targets consistently
• Team player mentality with strong collaboration and interpersonal skills
• Previous experience in a customer service or call centre environment is preferred
• High school diploma or equivalent qualification