Customer Service Representative (CSR)

The Technical Customer Service Representative plays a key role in delivering exceptional first-contact resolutions for customer inquiries across multiple channels, including phone, chat, and email. This position involves troubleshooting product-related issues to enhance customer satisfaction and may also encompass responsibilities related to identifying and pursuing upselling and cross-selling opportunities.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES includes the following:

• Assist customers with inquiries related to order status, returns, and product issues, ensuring fast resolution.
• Conduct technical support and troubleshooting for product-related questions.
• Identify opportunities for upselling and cross-selling relevant products to customers.
• Maintain accurate customer records and document transactions.
• Collaborate effectively with key account teams and escalate unresolved issues to the next level manager as necessary.
• Communicate promptly with customers through various channels, including phone, chat, and email, following up on complaints and concerns.
• Contribute to the creation of FAQs, product descriptions, and instructional materials for the company's Knowledge Base and website.
• Provide technical support and general assistance with company products, identifying solutions to product issues.
• Report product-related issues in the company's complaint management system, tracking trends and coordinating efforts with other departments.
• Formulate original solutions for product issues and guide customers through necessary troubleshooting steps.
• Review product review submissions and engage with online forums and social networking sites to maintain the company’s positive reputation.
• Submit requests for RMAs and provide customers with technical assistance regarding return procedures.
• Perform additional duties as assigned based on departmental needs

SKILLS & QUALIFICATIONS:

• Technically savvy with a strong understanding of home theater systems, computers, and consumer electronics.
• Exceptional verbal and written communication skills, with concise and eloquent writing ability.
• Strong problem-solving skills to ensure effective resolutions and outstanding customer service.
• Well-developed organizational skills, managing multiple tasks and priorities efficiently.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and 10-key operations.
• Ability to understand and manage various products and processes simultaneously.
• Strong aptitude for conflict resolution, problem-solving, and negotiation.
• Customer service-oriented mindset, demonstrating empathy, responsiveness, patience, and conscientiousness.
• Thrives in a fast-paced environment, adapting to change and ambiguity with ease.

Pay: From Php27,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Experience:

• CSR/TSR: 2 years (Required)

Willingness to travel:

• 100% (Required)

Work Location: In person