Customer Service Representative - Retail Account

About the role

We are seeking a dedicated and customer-focused Customer Service Representative - Retail Account to join the team at Talent Outsourcing Channel Solutions. This is a full-time position based in Cagayan de Oro, Misamis Oriental. In this role, you will be the voice of our company, delivering exceptional service to retail account customers through various communication channels. You will play a crucial part in maintaining and strengthening customer relationships whilst resolving queries and issues efficiently. This position is fundamental to ensuring customer satisfaction and loyalty, directly contributing to the success of our retail operations.

Key responsibilities

• Handle inbound and outbound customer enquiries via telephone, email, chat and other communication channels
• Provide accurate information about products, services and policies to retail account customers
• Process customer orders, returns and complaints in a timely and professional manner
• Resolve customer issues and concerns whilst maintaining a positive and helpful attitude
• Document all customer interactions and transactions accurately in the company system
• Meet or exceed call handling times, quality standards and customer satisfaction targets
• Escalate complex issues to management or relevant departments when necessary
• Identify opportunities to upsell or cross-sell products and services where appropriate
• Maintain confidentiality and comply with data protection regulations
• Contribute to a positive team environment and support colleagues where possible

What we're looking for

• High school diploma or equivalent qualification as a minimum; SHS Graduate (New Curriculum) / HS Graduate (Old Curriculum) No CCE Required
• Proven customer service experience, ideally in a call centre or retail environment
• Excellent communication skills, both verbal and written, with a clear and professional manner
• Strong listening and problem-solving abilities
• Ability to remain calm and composed when handling difficult or upset customers
• Proficiency with computer systems, CRM software and Microsoft Office applications
• Typing speed of at least 40 words per minute with accurate data entry skills
• Flexibility to work shifts, including potential early mornings, evenings or weekends as required
• Strong organisational and time management skills
• Willingness to learn and adapt to new processes and systems
• Preferably, experience with retail or e-commerce customer service would be advantageous

What we offer

At Talent Outsourcing Channel Solutions, we are committed to supporting our employees' professional growth and wellbeing. We offer:

• Competitive salary and benefits package
• Opportunities for career development and progression within the organisation
• Comprehensive training and ongoing skills development programmes
• A supportive and collaborative team environment
• Health and wellness initiatives to support employee wellbeing
• Performance incentives and recognition schemes
• A modern workplace with the latest technology and tools

About us

Talent Outsourcing Channel Solutions is a leading customer service outsourcing provider dedicated to delivering exceptional support to retail and commercial clients. We pride ourselves on building strong partnerships with our clients whilst fostering a positive and inclusive workplace culture. Our mission is to connect talented individuals with meaningful work opportunities, enabling businesses to deliver outstanding customer experiences. With a commitment to quality, innovation and employee development, we have established ourselves as a trusted partner in the customer service industry. We believe that our people are our greatest asset, and we invest in creating an environment where every team member can thrive and succeed.

Ready to make an impact?

If you are a customer-focused individual with a passion for delivering excellent service, we would love to hear from you. Please apply now by submitting your CV and a cover letter outlining your relevant experience and why you would be an excellent fit for this role. Join us and become part of a dynamic team where your contributions are valued and your career can flourish.