Customer Service Representative

YFC-BONEAGLE INTERNATIONAL, INC.; Eastern Manila District; On-site; PHP 223,000 - 357,000; Full time

Job summary

YFC-BONEAGLE INTERNATIONAL, INC. is seeking a Customer Service / Technical Customer Service Representative to deliver first-contact resolutions via phone, chat and email. The role involves troubleshooting product issues and exploring upselling opportunities to customers.

You will maintain records, collaborate with account teams, and help create FAQs and knowledge-base content while guiding customers through troubleshooting steps and reporting product trends.

Qualifications

• Strong technical knowledge of home theater systems, computers and consumer electronics.
• Excellent verbal and written communication skills.
• Strong problem-solving and customer service abilities.
• Good organizational skills and ability to multitask.
• Experience with Microsoft Office and 10-key entry.
• Ability to manage multiple products and processes simultaneously.
• Conflict resolution and negotiation skills.
• Empathy, responsiveness, patience, and conscientiousness in customer service.
• Adaptable to a fast-paced environment and change.

Responsibilities

• Assist customers with inquiries related to order status, returns, and product issues, ensuring fast resolution.
• Conduct technical support and troubleshooting for product-related questions.
• Identify opportunities for upselling and cross-selling relevant products to customers.
• Maintain accurate customer records and document transactions.
• Collaborate with key account teams and escalate unresolved issues to the next level manager as necessary.
• Communicate promptly with customers through various channels (phone, chat, and email) and follow up on complaints.
• Contribute to the creation of FAQs, product descriptions, and instructional materials for knowledge base and website.
• Provide technical support and general assistance with company products.
• Report product-related issues in complaint management system and track trends.
• Formulate original solutions for product issues and guide customers through troubleshooting steps.
• Review product reviews and engage with online forums to maintain the company’s positive reputation.
• Submit requests for RMAs and assist with return procedures.
• Perform additional duties as assigned based on departmental needs.

Skills

Tech savvy

Effective communication

Problem solving

Organizational skills

Multitasking

Empathy

Adaptability

Negotiation

Tools

Microsoft Office

10-key input

Job description

The Customer Service / Technical Customer Service Representative plays a key role in delivering exceptional first-contact resolutions for customer inquiries across multiple channels, including phone, chat, and email. This position involves troubleshooting product-related issues to enhance customer satisfaction and may also encompass responsibilities related to identifying and pursuing upselling and cross-selling opportunities.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES includes the following:

• Assist customers with inquiries related to order status, returns, and product issues, ensuring fast resolution.

• Conduct technical support and troubleshooting for product-related questions.

• Identify opportunities for upselling and cross-selling relevant products to customers.

• Maintain accurate customer records and document transactions.

• Collaborate effectively with key account teams and escalate unresolved issues to the next level manager as necessary.

• Communicate promptly with customers through various channels, including phone, chat, and email, following up on complaints and concerns.

• Contribute to the creation of FAQs, product descriptions, and instructional materials for the company's Knowledge Base and website.

• Provide technical support and general assistance with company products, identifying solutions to product issues.

• Report product-related issues in the company's complaint management system, tracking trends and coordinating efforts with other departments.

• Formulate original solutions for product issues and guide customers through necessary troubleshooting steps.

• Review product review submissions and engage with online forums and social networking sites to maintain the company’s positive reputation.

• Submit requests for RMAs and provide customers with technical assistance regarding return procedures.

• Perform additional duties as assigned based on departmental needs

SKILLS & QUALIFICATIONS:

• Technically savvy with a strong understanding of home theater systems, computers, and consumer electronics.

• Exceptional verbal and written communication skills, with concise and eloquent writing ability.

• Strong problem-solving skills to ensure effective resolutions and outstanding customer service.

• Well-developed organizational skills, managing multiple tasks and priorities efficiently.

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and 10-key operations.

• Ability to understand and manage various products and processes simultaneously.

• Strong aptitude for conflict resolution, problem-solving, and negotiation.

• Customer service-oriented mindset, demonstrating empathy, responsiveness, patience, and conscientiousness.

• Thrives in a fast-paced environment, adapting to change and ambiguity with ease.