Customer Service Representative

SPLACE; Davao City; Hybrid; PHP 193,000 - 220,000; Full time

Benefits offered by this job

Rate: 150 PHP/hour

HMO after 6 months

Job summary

SPLACE is hiring a Customer Service Representative for a Hybrid work setup in the Philippines. The role involves voice and non-voice support (phone, email, chat), with a focus on accurate documentation and customer-first problem resolution.

The position requires adaptability, excellent communication skills, and the ability to multitask across channels. Shifts may include evenings and weekends as part of a hybrid campaign, with an office-based setup.

Qualifications

• Excellent verbal and written communication across channels.
• Customer-centric mindset with passion for service.
• Ability to multitask and manage time effectively.
• Experience in voice and non-voice support (email, chat).
• Willingness to work in shifts, including evenings/weekends.

Responsibilities

• Voice Support: Handle inbound calls professionally, addressing customer queries and resolving issues with a customer-centric approach.
• Non-Voice Support: Respond to customer inquiries via email, chat, or other written channels, ensuring accuracy and timeliness.
• Multitasking: Switch between voice and non-voice channels to maximize efficiency and maintain high service standards.
• Documentation: Record customer interactions and details in our system with comprehensive records.
• Problem Resolution: Identify and escalate complex issues to appropriate teams for resolution while aiming for first-contact resolution.

Skills

Communication skills

Customer-centric mindset

Adaptability

Problem-solving

Team collaboration

Tech-savvy

Customer service exp

Flexibility in work hours

Tools

CRM software

CS software

Job description

About the job Customer Service Representative

Best of Both Worlds: Join our team as our Hybrid Customer Service Representatives, where you seamlessly blend the art of human connection with the precision of technology. This dynamic position requires versatility and adaptability to engage with customers in various communication modes, ensuring their needs are met with efficiency and excellence.

Others:

• Rate: 150 PHP/hour
• HMO: After 6 months
• Work set-up: Office-based
• Weekly workload: 40hrs/week

Key Responsibilities:

• Voice Support: Handle inbound calls professionally, addressing customer queries, providing information, and resolving issues with a customer-centric approach.
• Non-Voice Support: Respond to customer inquiries via email, chat, or other written communication channels, ensuring accuracy and timeliness in every interaction.
• Multitasking: Seamlessly switch between voice and non-voice support channels to maximize efficiency and maintain high service standards.
• Documentation: Accurately record customer interactions and details in our system, maintaining comprehensive records for future reference.
• Problem Resolution: Identify and elevate complex issues to appropriate teams for resolution while striving for first-contact resolution whenever possible.

Qualifications:

• Excellent Communication Skills: Strong verbal communication for voice interactions and impeccable written communication for non-voice channels.
• Customer-Centric Mindset: Genuine passion for providing exceptional customer service and the ability to adapt your communication style to suit different channels.
• Adaptability: Comfortable transitioning between voice and non-voice tasks, demonstrating flexibility in response to business needs.
• Problem-Solving Skills: Proven ability to analyze information, identify issues, and provide effective solutions across both voice and non-voice contexts.
• Team Collaboration: Work collaboratively with team members, sharing insights and best practices to enhance overall service delivery.
• Tech-Savvy: Basic proficiency in using customer service software, CRM systems, and relevant tools for both voice and non-voice support.
• Previous Customer Service Experience: Prior experience in a customer service or contact center role, handling both voice and non-voice channels, is advantageous.
• Flexibility in Work Hours: Willingness to work in shifts, including evenings and weekends, as required by the hybrid campaign's operational needs.