Customer Service Representative

Owens Career Center; Mabalacat; On-site; PHP 100,000 - 400,000; Full time

Job summary

A prominent service provider in Pampanga is looking for a Customer Service Representative. You will serve as the primary contact for business clients, resolving issues through various channels, including email and chat. The ideal candidate has at least one year of customer service experience and is proficient in CRM systems. This position requires strong communication skills and a willingness to work night shifts.

Qualifications

• Minimum one year experience in customer service or call center.
• Proficient in using Ticketing and CRM systems.
• Excellent English communication skills required.

Responsibilities

• Serve as primary contact for business clients.
• Use CRM to log and manage client interactions.
• Proactively communicate client inquiries status.

Skills

Customer Service

Problem-solving

Written and Verbal Communication

CRM proficiency

Attention to Detail

Ability to multitask

Tools

HubSpot

Salesforce

Microsoft 365

Google Workspace

Job description

LOCATION: Owens Asia, Inc. is located at One West Aeropark, Clark Freeport Zone, Pampanga, Philippines

Overview

Join Owens as a Customer Service Representative and use your communication skills in a professional, business-to-business environment. Our team resolves issues through email, chat, and a low volume of incoming and outgoing calls. This is your chance to build a long-term career with a company that values your career growth with training and new responsibilities.

Responsibilities

• Serves as the primary point of contact for our business clients, managing inquiries and resolving issues to ensure seamless service delivery. This role requires adept use of technology to provide efficient and proactive support. Key responsibilities include:
• Case Management: Use a CRM and ticketing system to log, track, and manage all client interactions and support cases, ensuring adherence to established Service Level Agreements (SLAs).
• Problem Resolution: Diagnose and resolve customer issues through various channels, including email, chat, and phone. Escalate complex problems to senior support staff or specialized teams when necessary.
• Self-Service Support: Guide clients to the Customer Portal and Help Center to utilize knowledge base articles, FAQs, and other self-service resources.
• Documentation: Maintain accurate and detailed records of all client communications, troubleshooting steps, and resolutions within the CRM for future reference and analysis.
• Communication: Proactively communicate with clients regarding the status of their inquiries, providing clear and concise updates to manage expectations and ensure a positive experience.

Requirements

• A strong sense of integrity and the ability to maintain a high level of confidentiality.
• At least one year of solid work experience in a customer service or call center role.
• Proven experience using a Ticketing and CRM system such as HubSpot or Salesforce.
• Proficiency with business productivity suites like Microsoft 365 or Google Workspace.
• Excellent written and oral English communication skills, with a focus on clear and professional correspondence.
• Exceptional listening, writing, and reading comprehension skills.
• Willing to work a night shift in Clark Freeport Zone, Pampanga.

Skills

• Customer Service
• Problem-solving
• Written and Verbal Communication
• CRM proficiency
• Attention to Detail
• Ability to multitask and manage daily assignments
• Works well independently

Hiring Process & Privacy Notice

Owens collects and processes personal data from job applicants during the recruitment process. This data is handled in a manner consistent with data protection requirements for your location and the location of the hiring company. Your information may be processed based on legitimate interests, consent, or to fulfill a contract.

As an international company, your application may be processed in any of our locations. International transfers of your data between Owens companies are subject to standard EU international contractual clauses, where applicable.

As part of our hiring process, you may be required to take assessment tests and complete a background screening, including criminal records checks. The information you provide may be shared with third parties, such as agents, vendors, or law enforcement, to facilitate the recruitment and background screening process.

Recruitment information is generally retained for six months unless a longer legal retention period is required. If you would like us to keep your information on file for future opportunities, please indicate your consent. If you are hired, your data will be retained for a longer period.

For more information on our privacy practices and your rights, visit the Owens OnLine Privacy Policies page.