Customer Service Assistant

ABSI; Metro Manila; On-site; PHP 223,000 - 335,000; Full time

Job summary

ABSI is seeking a Customer Service Assistant to provide excellent support across phone, email, chat, and in-person interactions. You will address inquiries, process orders, and escalate issues as needed, while maintaining high customer satisfaction.

The role emphasizes product knowledge, procedures, and policy familiarity, with ongoing training to enhance service quality. A customer-focused, detail-oriented approach is essential.

Qualifications

• Strong communication skills, both verbal and written.
• Ability to handle multiple tasks in a fast-paced environment.
• Good problem-solving and conflict resolution skills.
• Customer-oriented mindset with a positive attitude.

Responsibilities

• Handle inquiries/complaints via phone, email, chat, or other platforms.
• Provide accurate information on products, services, policies, and procedures.
• Process orders, returns, and exchanges per company guidelines.
• Maintain detailed records of customer interactions in the CRM system.
• Escalate complex issues to higher-level support or relevant departments.
• Follow up with customers to ensure timely resolution of concerns.
• Aim to meet/exceed KPIs like response time, resolution rate, and CSAT.
• Stay updated on product knowledge, promotions, and policies.
• Participate in training sessions to improve skills and service quality.

Skills

Communication skills

Multitasking

Problem solving

Conflict resolution

Customer oriented

Tools

CRM systems

Microsoft Office

Job description

The Customer Service Assistant is responsible for providing excellent customer support through various channels such as phone, email, chat, or in-person interactions. The role ensures customer inquiries, requests, and concerns are addressed promptly, accurately, and professionally, while maintaining a high level of customer satisfaction.

Key Responsibilities

• Handle incoming customer inquiries and complaints through phone, email, chat, or other platforms.
• Provide accurate information regarding products, services, policies, and procedures.
• Process orders, returns, and exchanges in accordance with company guidelines.
• Maintain detailed and accurate records of customer interactions in the CRM system.
• Escalate complex issues to higher-level support or relevant departments when necessary.
• Follow up with customers to ensure their concerns are resolved in a timely manner.
• Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Stay updated on product knowledge, promotions, and company policies.
• Participate in training sessions to enhance skills and service quality.

Qualifications

• At least 1 year of experience in customer service or a related field is an advantage.
• Strong communication skills (both verbal and written).
• Ability to handle multiple tasks in a fast-paced environment.
• Good problem-solving and conflict resolution skills.
• Proficient in using computers, CRM systems, and Microsoft Office applications.
• Customer-oriented mindset with a positive and professional attitude.