Customer Service Representative (ONSITE) (Fixed Term)

Responsibilities:

• Deliver The Exceptional Experience: Bring our brand promise to life by providing professional, empathetic, and immediate availability to every consumer and dealer.
• Multi-Channel Support: Act as the first point of contact, handling task-switching seamlessly between inbound calls, emails, and live chat for both consumers (B2C) and dealers/branches (B2B).
• Inquiry & Order Management: Resolve customer inquiries regarding sales, pricing, and product features. Efficiently track and follow up on orders to ensure a smooth supply chain experience for all accounts.
• Technical Troubleshooting: Guide consumers and dealers through technical issues, app connectivity, and troubleshooting for specialized robots and water treatment/pool systems.
• Product Knowledge & Consultative Guidance: Confidently discuss parts breakdowns and product comparisons. Guide consumers to the best product solutions for their specific pool needs.
• Case Resolution & Cross-Team Coordination: Coordinate with internal teams, account managers, and external shops to resolve complex cases, including handling consumer out-of-warranty claims.
• Smart Triage & Load Filtering: Gather precise, accurate information from the customer before transferring cases, ensuring the right concerns reach the right department to help lessen the overall workload across teams.
• Dealer Network Support: Connect and locate nearby authorized dealers and repair centers for consumers needing local equipment, pool systems, or physical repairs.
• Continuous Improvement & Documentation: Provide accurate documentation within our tracking systems. Liaise regularly with the supervisor regarding critical case trends and contribute active ideas on how to improve both the consumer experience and business efficiency.

Requirements:

• Experience: More than 2 years of experience in Customer Service, Technical Support, or a BPO contact center environment.
• Shift & Setup: Must be willing to work an AU Day Shift schedule in a 100% Onsite setup in the Philippines.
• Core Skills: Strong multi-tasking abilities with the skill to fluidly switch between calls, emails, and chats without losing accuracy.
• Communication: Excellent oral and written communication skills with a professional, pleasant phone presence.
• Coachability: Open to continuous feedback, quality coaching, and performance metrics tracking.
• Flexibility: Willingness to work on holidays as required by the business.