Customer Service Representative (Tillo MNL)

KEY RESPONSBILITIES:

Multi-Channel Customer Support

• Respond promptly, accurately, and professionally to customer inquiries via live chat, email, social media platforms, and website support tools.
• Provide timely assistance while maintaining a consistent brand voice across all communication channels.

Product & Service Expertise

• Deliver clear, detailed, and accurate information about product specifications, brand values, availability, pricing, promotions, and policies.
• Assist customers with placing orders, tracking shipments, understanding product usage, and navigating the website.

Order & Issue Resolution

• Address and resolve a range of customer concerns, from general questions to moderately complex issues, including order discrepancies, billing queries, and returns/exchanges.
• Escalate unresolved, sensitive, or high-priority issues to senior support agents or management as appropriate, ensuring a smooth handoff and continued communication.

Follow-Up & Case Management

• Proactively follow up on open cases and pending issues to ensure complete resolution and customer satisfaction.
• Monitor and manage case status to ensure timely closure in line with internal service standards.

Real-Time Product & Policy Awareness

• Stay current with all updates regarding company products, services, seasonal promotions, sales events, return/exchange policies, and system changes.
• Communicate updates effectively to customers as needed to improve their experience and minimize confusion.

Efficient Multitasking

• Handle multiple customer interactions simultaneously without compromising accuracy, empathy, or professionalism.
• Prioritize incoming requests based on urgency and complexity, ensuring timely response within service-level agreements (SLAs).

Accurate Documentation

• Log all customer interactions, outcomes, and resolutions thoroughly and accurately in the Customer Relationship Management (CRM) or support system.
• Ensure documentation supports internal reporting, follow-ups, and future customer interactions.

Feedback & Continuous Improvement

• Actively collect and relay customer feedback regarding products, services, and user experience to the appropriate internal teams.
• Contribute insights to help improve website functionality, service workflows, and customer satisfaction.

QUALIFICATIONS:

• Education: High school diploma required; college degree in communications, business, or a related field preferred.
• Experience: Prior experience in customer service, website support, or e-commerce preferred.
• Technical Proficiency: Familiarity with live chat software, CRMs, basic web troubleshooting, and tools like Microsoft Office or Google Workspace.
• Language: Proficient in English (and Filipino if serving a local customer base).
• Communicaton: Good written and verbal communication skills.
• Typing: 40–60 WPM with high accuracy.
• Availability: Must be flexible to work shifts including evenings, weekends, and holidays based on business needs.
• Organized, detail-oriented, and able to handle multiple concerns efficiently.

Benefits:

• Company events
• Employee discount

Application Question(s):

• Are you willing to work on a flexible schedule when required?
• Are you willing to work onsite 3x a week?
• What is your expected salary for this position?

Experience:

• Customer Service: 1 year (Preferred)

Work Location: Hybrid remote in Kristong Hari 1112 P00