CSR voice (Initial and Final only)

Xerosoft INC; Taytay; On-site; PHP 246,000 - 335,000; Full time

Benefits offered by this job

Comprehensive training programme

Career development

Mentors and supervision

Competitive remuneration

Performance feedback

Positive workplace culture

Job summary

Xerosoft INC in Taytay Rizal is seeking a CSR voice (Initial and Final only) to join our customer service team. This full-time role handles initial inquiries and final resolution calls, delivering courteous support and accurate information to customers over the phone.

You will document interactions in our CRM, follow scripts, and strive to meet quality and satisfaction targets. The ideal candidate has good verbal communication, empathy, patience, and experience in call-centre environments.

Qualifications

• Excellent verbal communication with a clear, professional speaking voice.
• Strong listening and comprehension abilities to understand customer needs accurately.
• Calm and professional demeanor when handling difficult customers.
• Proficiency with computer systems and CRM software.
• Experience in a call centre or voice-based support environment.

Responsibilities

• Handle initial customer inquiries via telephone and gather necessary information.
• Provide accurate information about Xerosoft INC products and services.
• Document customer interactions in the system with clear notes.
• Resolve issues professionally during initial contact when possible.
• Escalate complex issues to appropriate departments or senior staff as needed.
• Conduct final resolution calls to confirm issue resolution and customer satisfaction.
• Follow company scripts while maintaining a natural, friendly communication style.
• Maintain professional conduct and positive tone throughout interactions.
• Meet metrics for call handling time, quality, and customer satisfaction.
• Provide feedback to management on recurring issues and service improvements.

Skills

Verbal communication

CRM software

Customer service experience

Empathy

Problem solving

Multitasking

Tools

CRM software

Job description

About the role

Xerosoft INC is seeking a CSR voice (Initial and Final only) to join our dynamic customer service team. This is a full-time position based in Taytay Rizal, where you will play a crucial role in delivering exceptional customer support through voice interactions. In this position, you will be responsible for handling initial customer inquiries and final resolution calls, ensuring customers receive outstanding service and support. This role is essential to maintaining our reputation for customer excellence and directly contributes to the overall success of our organisation.

Key responsibilities

• Handle initial customer inquiries via telephone, gathering necessary information and understanding customer requirements
• Provide accurate and timely information to customers regarding products and services offered by Xerosoft INC
• Document customer interactions and enquiries in the system with clear and detailed notes
• Resolve customer issues professionally and courteously during initial contact where possible
• Escalate complex issues to appropriate departments or senior staff when necessary
• Conduct final resolution calls with customers to confirm issue resolution and ensure satisfaction
• Follow company scripts and procedures whilst maintaining a natural, friendly communication style
• Maintain professional conduct and positive tone throughout all customer interactions
• Meet performance metrics including call handling time, quality standards and customer satisfaction targets
• Provide feedback to management on recurring customer issues and service improvements

What we're looking for

• Excellent verbal communication skills with a clear, professional speaking voice
• Strong listening and comprehension abilities to understand customer needs accurately
• Ability to remain calm and professional when handling difficult or frustrated customers
• Proficiency in using computer systems and customer relationship management (CRM) software
• Proven customer service experience, preferably in a call centre or voice-based support environment
• High level of patience and empathy when interacting with customers
• Strong problem-solving skills and ability to think quickly under pressure
• Ability to multitask and manage multiple customer interactions efficiently
• Attention to detail when documenting customer information and interactions
• Reliability and punctuality with consistent attendance
• Flexibility to adapt to changing priorities and work schedules as required
• A positive attitude and willingness to learn about Xerosoft INC products and services

What we offer

At Xerosoft INC, we are committed to supporting the growth and wellbeing of our team members. We offer a range of benefits designed to enhance your career and personal satisfaction:

• Comprehensive training programme to equip you with the skills and product knowledge needed to succeed
• Opportunities for career development and progression within the customer service department
• Supportive team environment with experienced supervisors and mentors
• Competitive remuneration package reflective of your experience and performance
• Regular performance feedback and recognition for outstanding contributions
• Positive workplace culture that values teamwork and mutual respect

About us

Xerosoft INC is a customer-focused organisation dedicated to providing high-quality products and services to our clients. We believe in building strong relationships with our customers by delivering exceptional support and maintaining the highest standards of service. Our team is built on principles of professionalism, integrity, and commitment to customer satisfaction. We are an equal opportunity employer and welcome applications from diverse candidates who share our values and commitment to excellence.