Customer Support Representative

About the role

Looking for an exciting opportunity as a Customer Service Representative. This full-time position based in Ortigas, Pasig City, Metro Manila, offers the chance to play a key role in delivering exceptional customer service to our valued clients. Responsible for ensuring all ACD calls are answered, and orders are entered into the company’s system in a timely manner; providing the best possible customer service to our customers.

What you'll be doing

• Responsible for receiving and responding to a large number of incoming requests; identify and assesses customers' needs to achieve satisfaction; builds sustainable relationships and trust with customer accounts through open and interactive communication.

• Provides accurate, valid and complete information by using the right methods/tools.

• Documents customer complaints and provides appropriate solutions and alternatives within the time limits; follows up to ensure resolution.

• Keep records of customer interactions, processes customer accounts and files documents.

• Follows communication procedures, guidelines and policies.

• Places parts and supply orders, provides price quotes, RMA's, debits, credits, Web Store enrollments, and performs basic trouble shooting.

• Provide exceptional customer service by ensuring that the customer always takes priority

• Maintain general product knowledge to support customer inquiries

• Placing an order

  • Sending a quote via email
  • Redirecting a customer to the correct team, various questions: i.e....how I recycle cartridges.
  • Initiate and process returns for supplies
  • Manage and process inquiries and/or order from department mailbox

• Follow up with clients via telephone for administrative purposes (track orders, process returns, etc.)

• Provide administrative assistance to management team members; special projects and other duties as assigned.

What we're looking for

• At least 1 year of experience in a customer service or call center environment
• Strong communication and active listening skills, with the ability to empathize and build rapport with customers
• Excellent problem-solving and critical thinking abilities to effectively handle a variety of customer inquiries
• Proficiency in English, both written and verbal
• Familiarity with customer relationship management (CRM) software and other relevant IT systems
• A passion for delivering exceptional customer service and a commitment to exceeding client expectations
• Requires strong phone contact skills and active listening.
• Good customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication skills
• Ability to multi-task, prioritize, and manage tasks effectively.
• Can work in a night shift schedule, and onsite