Cross-Channel Customer Service Agent (Email, Chat, Voice) | On-site

EastWest BPO; San Fernando, Pasig; On-site; PHP 100,000 - 400,000; Full time

Job summary

A growing BPO company is seeking a Blended Customer Service Representative in San Fernando, Pampanga. You'll handle customer inquiries via email, chat, and voice calls, ensuring satisfaction and maintaining client reputations. Ideal candidates should possess strong communication skills and 6 months of experience in voice and chat support for US accounts. The position offers career growth opportunities, benefits, and various allowances.

Benefits

Free lodging for 2 months

Full salary pay during training

HMO

Career growth and learning

Performance & loyalty bonus

Qualifications

• At least 6 months voice call center experience handling US accounts.
• Min typing speed of 40-50 wpm with 95% accuracy.
• Outstanding written and verbal communication skills.

Responsibilities

• Handle inbound order entry and order status calls.
• Assist customers with queries via Emails/Chats.
• Identify customer needs and provide solutions.

Skills

Customer focus

Verbal communication

Written communication

Adaptability

Typing speed

Tools

CRM platforms

Job description

Overview

Cross-Channel Customer Service Agent (Email, Chat, Voice) | On-site

About Us

Welcome to EastWest BPO, where we\'ve been experiencing phenomenal growth since 2009 and we\'re thrilled to share our excitement for what\'s to come! We\'ve expanded from a single location to four, including two domestic offices in Ortigas Pasig and San Fernando, Pampanga, as well as two international offices in Virginia and Atlantic City and we\'ve earned over 50 loyal clients across multiple industries. And the best part? All of this growth has come from client referrals and word-of-mouth recommendations alone, without any need for marketing or advertising. We value career growth and have seen many of our employees climb the ranks.

Discover exciting possibilities that await you at EastWest BPO! Join the #EastWestBPOfamily! View more open positions: https://www.eastwestbpo.com/jobs

We are seeking a highly skilled and motivated Blended Customer Service Representative to join our team and provide outstanding customer support to our offshore client. As a Blended Customer Service Representative, you will be responsible for handling customer inquiries and resolving issues via email, chat, and inbound/outbound voice calls. You will play a crucial role in ensuring customer satisfaction and maintaining the reputation of our client\'s business.

Qualifications

• With at least 6 months voice call center experience handling US accounts.
• With at least 6 months experience as an Email/Chat Support handling US accounts.
• Min Typing Speed of 40-50 wpm with 95% accuracy (faster preferred).
• Grammar Assessment passing score > 32/40 (80%)
• Excellent comprehension skills with a perfect score of 15/15 (100%).
• Experience in sales is a plus.
• Outstanding written and verbal communication skills, great email, chat, social media, phone etiquette.
• Genuine care for customers & clients.
• Customer focus and adaptability to different personality types.
• Ability to ask prying questions and diffuse tense situations.
• Knowledge of CRM platforms is a plus.
• Flexibility to work in shifts, including weekends and holidays.

Requirements

• Full-time Graveyard Shift
• 5 days a week, 2 days off, rdot when needed
• Salary for this position will depend on the candidate\'s level of qualifications and experience.
• Not presently employed by another company.

Responsibilities

• Handle inbound order entry and order status calls made by new and existing customers.
• To assist customers with queries via Emails/Chats and deal with multiple customers at the same time.
• Follow communication scripts when handling different topics.
• Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives.
• Seize opportunities to upsell products when they arise.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.

Disclaimer

• This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the company. Management reserves the right to modify, add, or remove duties as necessary.

Basic + De Minimis Allowances + Night Differential (when applicable)

Salary Range stated is approximate and subject to variation based on candidate\'s skillset and the specific account they will handle. Salary discussions and negotiations can take place during the final interview phase.

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Why work for us

Join the EastWest BPO family and take advantage of our commitment to your career growth. We believe in the importance of our staff and recognize them as the driving force behind our success. Our training and development programs are ongoing, as we continuously invest in our people to equip them with the necessary skills for their improvement.

— Mark Escueta | CEO

Benefits

• Free lodging for 2 months
• Full salary pay upon training
• Free meal during training
• HMO
• Medical / Dental Coverage
• Career Growth and Learning
• Allowances (Rice, Clothing, Laundry, Meal)
• For permanent position with full Government-Mandated Employee Benefits
• Performance & Loyalty Bonus
• Frequent disinfection, fogging of work place
• Opportunities for Growth & Promotion
• Employee shuttle services
• Company retreats and off-site events
• Meeting awesome people / honing your social skills / make new friends

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Take care, and thank you for your attention.
RECRUITMENT TEAM

East West BPO | An MCI Company

WALK-INS ARE WELCOME! 4th Floor, Recruitment Dept.; Mon-Fri, 10am-10pm
Freluz Bldg. Dolores Intersection, Jose Abad Santos Avenue,
San Fernando, 2000 Pampanga, Philippines

TEAM'S GROUP EMAIL: [e-mail]

HOTLINES: [phone] | [phone]

Got Questions? DM us: m.me/EastWestBPOjobs

HR CONCERNS/QUERIES: [e-mail] | [phone]

Checklist to hasten your screening process:

• If your resume consists of more than 1 file (images), please combine/convert them into 1 PDF file using this free online site > https://combinepdf.com/
• Prepare your Skype Live ID (final interview stage is done via Skype)
• Fill up this form completely (by clicking the "Apply To Position" button)

Motivation: Let\'s turn your "one day" into #Day1