Customer Service Associate

Private Advertiser; Kawit; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

Health insurance

Paid leave

Wellness program

Training & development

Performance incentives

Employee recognition

Job summary

Private Advertiser in Kawit, Cavite, is hiring a Customer Service Associate to join our dedicated call center team. This full-time position places you at the frontline, delivering quality support and building lasting relationships with customers.

You will handle inquiries, provide product information, document interactions, and strive for high first-contact resolution while meeting targets. Fluency in English and a willingness to work varied shifts are essential.

Qualifications

• High school diploma or equivalent and customer service experience.
• Excellent verbal and written communication.
• Ability to learn new software and systems.
• Strong problem-solving and conflict resolution.
• Able to work evenings, weekends, or holidays as required.
• Fluency in English; additional languages a plus.

Responsibilities

• Handle inbound and outbound customer calls with professionalism and courtesy, addressing inquiries, complaints, and requests promptly
• Provide accurate information about products and services to customers, ensuring they have the knowledge needed to make informed decisions
• Document all customer interactions in the company's systems with detailed and accurate notes for quality assurance and future reference
• Resolve customer issues and concerns to the best of your ability, escalating complex matters to supervisors when necessary
• Maintain a thorough understanding of company policies, procedures, and products to deliver consistent and reliable service
• Meet or exceed performance targets including call handling time, first-call resolution rates, and customer satisfaction scores
• Collaborate with team members and other departments to ensure seamless customer experiences and problem resolution
• Follow quality assurance guidelines and participate in coaching sessions to continuously improve call quality and customer service skills

Skills

Customer service

Communication skills

English fluency

Problem solving

Multitasking

Patience and empathy

Shift work flexibility

Computer literacy

Education

High school diploma or equivalent

Job description

About the role

We are seeking a dedicated and customer-focused Customer Service Associate to join our dynamic call center team. This is a full-time position based in Kawit, Cavite, where you will be the voice of our company, delivering exceptional support to our valued customers. As a Customer Service Associate, you will play a crucial role in building lasting customer relationships, resolving inquiries efficiently, and ensuring every interaction reflects our commitment to excellence. This position is integral to our mission of providing outstanding customer experiences and maintaining the highest standards of service delivery.

Key responsibilities

• Handle inbound and outbound customer calls with professionalism and courtesy, addressing inquiries, complaints, and requests promptly

• Provide accurate information about products and services to customers, ensuring they have the knowledge needed to make informed decisions

• Document all customer interactions in the company's systems with detailed and accurate notes for quality assurance and future reference

• Resolve customer issues and concerns to the best of your ability, escalating complex matters to supervisors when necessary

• Maintain a thorough understanding of company policies, procedures, and products to deliver consistent and reliable service

• Meet or exceed performance targets including call handling time, first-call resolution rates, and customer satisfaction scores

• Collaborate with team members and other departments to ensure seamless customer experiences and problem resolution

• Follow quality assurance guidelines and participate in coaching sessions to continuously improve call quality and customer service skills

What we're looking for

• High school diploma or equivalent qualification as a minimum requirement

• Proven experience in a customer service or call center environment, with a track record of delivering excellent customer support

• Exceptional communication skills with the ability to listen actively, articulate clearly, and convey information in a professional manner

• Strong problem-solving abilities and a genuine desire to help customers find solutions to their concerns

• Proficiency with computer systems and telephone equipment, with the ability to quickly learn new software and tools

• Excellent time management skills and the ability to handle multiple calls and tasks simultaneously without compromising quality

• Patience, empathy, and emotional resilience when dealing with challenging customers or situations

• Willingness to work according to shift schedules, which may include evenings, weekends, or public holidays as required by business needs

• Fluency in English; additional language skills are highly desirable and may provide a competitive advantage

What we offer

We recognize that our employees are our greatest asset. We are committed to creating a supportive and rewarding work environment where our team members can thrive and develop their careers. We offer competitive compensation packages commensurate with experience and performance. Our comprehensive benefits programme includes health insurance coverage, paid leave entitlements, and employee wellness initiatives designed to support your physical and mental wellbeing. We provide ongoing training and professional development opportunities to help you build your skills and advance your career within our organization. We foster a collaborative and inclusive workplace culture where your contributions are valued, and your voice is heard. Additionally, we offer performance incentives and recognition programmes to celebrate and reward outstanding achievements.