Customer Service Representative

IAN SMART ENERGY CORP; Iloilo City; On-site; PHP 279,000 - 391,000; Full time

Job summary

IAN SMART ENERGY CORP. in Iloilo City, Iloilo, seeks a dedicated Customer Service Representative for a full-time role. You will be the first point of contact for customers across phone, email and chat, delivering accurate information on energy products, billing and services.

The position requires strong communication, empathy, and problem-solving skills, with the ability to multitask in a fast-paced environment. English fluency and reliability are essential.

Qualifications

• High school diploma or equivalent qualification.
• Proven customer service experience, preferably in a call centre or similar environment.
• Excellent verbal and written communication skills with the ability to explain complex information clearly.
• Strong listening and empathy skills with a genuine desire to help customers.
• Ability to multitask and prioritise effectively in a fast-paced environment.
• Proficiency with computer systems and customer relationship management (CRM) software.
• Problem-solving mindset with the ability to think on your feet and find practical solutions.
• Patience and composure when handling difficult or frustrated customers.
• Reliability and punctuality with a strong work ethic.
• Fluency in English; additional language skills are advantageous.
• Willingness to work flexible schedules including shifts, evenings and weekends if required.

Responsibilities

• Handle incoming customer inquiries via telephone, email, chat and other channels in a professional manner.
• Provide accurate information about energy products, services and billing to customers.
• Resolve customer complaints and concerns promptly and escalate when necessary.
• Process customer requests including account modifications, activations and billing inquiries.
• Maintain detailed records of all customer interactions in our systems.
• Identify opportunities to enhance customer experience and suggest improvements to management.
• Follow company policies and regulatory requirements.
• Meet or exceed performance targets including call handling time and first-contact resolution.
• Collaborate with other departments to ensure seamless service delivery.
• Support colleagues in delivering excellent customer service.

Skills

Customer service

Communication skills

Empathy

Multitasking

CRM software

Problem solving

Patience

Reliability

English fluency

Flexible scheduling

Education

High school diploma or equivalent

Tools

CRM software

Job description

About the role

We are seeking a dedicated and customer-focused Customer Service Representative to join the team at IAN SMART ENERGY CORP. This is a full-time position based in Iloilo City, Iloilo. In this role, you will be the first point of contact for our customers, providing exceptional support and assistance across multiple channels. As a Customer Service Representative, you will play a vital part in maintaining our reputation for excellence and ensuring customer satisfaction remains at the forefront of everything we do.

Key responsibilities

• Handle incoming customer inquiries via telephone, email, chat and other communication channels in a professional and courteous manner
• Provide accurate information about our energy products, services and billing to customers
• Resolve customer complaints and concerns promptly and effectively, escalating issues when necessary
• Process customer requests including account modifications, service activations and billing inquiries
• Maintain detailed and accurate records of all customer interactions and transactions in our systems
• Identify opportunities to enhance customer experience and suggest improvements to management
• Follow company policies and procedures whilst adhering to regulatory requirements
• Meet or exceed established performance targets including call handling time, first-call resolution and customer satisfaction metrics
• Collaborate with other departments to ensure seamless service delivery and timely issue resolution
• Contribute to a positive team environment and support colleagues in delivering excellent customer service

What we're looking for

• High school diploma or equivalent qualification
• Proven customer service experience, preferably in a call centre or similar environment
• Excellent verbal and written communication skills with the ability to explain complex information clearly
• Strong listening and empathy skills with a genuine desire to help customers
• Ability to multitask and prioritise effectively in a fast-paced environment
• Proficiency with computer systems and customer relationship management (CRM) software
• Problem-solving mindset with the ability to think on your feet and find practical solutions
• Patience and composure when handling difficult or frustrated customers
• Reliability and punctuality with a strong work ethic
• Fluency in English; additional language skills are advantageous
• Willingness to work flexible schedules including shifts, evenings and weekends if required