Customer Service Representative

Private Advertiser; Metro Manila; On-site; PHP 201,000 - 301,000; Full time

Job summary

Private Advertiser is hiring a Customer Service Representative to join our on-site call centre in Metro Manila, with offices in Makati and Pasig. You will handle inbound calls, answer inquiries, and provide product and policy information while updating customer records.

Role requires strong communication, empathy, and problem-solving abilities. Shifts may include evenings, weekends, and holidays, with commutable onsite work from Makati or Pasig.

Qualifications

• Excellent verbal and written communication abilities.
• Strong listening skills to understand customer needs.
• Patient and empathetic handling of diverse customer states.
• Ability to resolve issues efficiently through problem-solving.

Responsibilities

• Answer inbound customer calls and respond to inquiries across channels.
• Provide accurate information about products, services and policies to customers.
• Process requests, transactions, and updates while keeping records accurate.
• Identify and escalate complex issues to appropriate departments or supervisors.
• Maintain calm and empathetic demeanor with upset customers.
• Meet or exceed KPIs like average handle time and CSAT scores.
• Follow company protocols and compliance during interactions.
• Collaborate with teammates to achieve departmental goals.
• Participate in training to improve product knowledge and service skills.

Skills

Communication skills

Active listening

Empathy

Problem-solving

CRM software

Multi-tasking

Customer-focused

Education

High school diploma

Tools

CRM system

Job description

About the role

We are seeking a Customer Service Representative to join our dynamic call centre team based in Metro Manila. In this role, you will be the first point of contact for our customers, providing exceptional support and resolving inquiries with professionalism and efficiency. This position is integral to maintaining our reputation for outstanding customer service and ensuring customer satisfaction. You will be working in a fast-paced environment where your communication skills and problem-solving abilities will directly impact our customers' experience.

Onsite Work Setup

• This is a fully onsite position based at our call centre offices in Makati and Pasig

• You will be working from our office alongside your team and supervisors, with all required equipment and systems provided onsite

• Shifts may include evenings, weekends, and holidays, so candidates should be able to commute to the office reliably for various schedules

What you’ll be doing

• Answering inbound customer calls and responding to customer inquiries via multiple communication channels in a timely and professional manner

• Providing accurate information about products, services, and company policies to resolve customer questions and concerns

• Processing customer requests, transactions, and account updates whilst maintaining accurate records in the system

• Identifying and escalating complex issues to appropriate departments or supervisors when necessary

• Maintaining a calm and empathetic demeanor when dealing with difficult or upset customers

• Meeting or exceeding key performance indicators such as average handling time, customer satisfaction ratings, and call quality standards

• Following company protocols, procedures, and compliance requirements during all customer interactions

• Contributing to a positive team environment and collaborating with colleagues to achieve departmental goals

• Participating in training sessions and continuous professional development to enhance product knowledge and customer service skills

What we’re looking for

• Excellent verbal and written communication skills with the ability to articulate information clearly to customers

• Strong listening skills and the ability to understand customer needs and concerns accurately

• Patience and empathy when dealing with customers in various emotional states

• Problem-solving abilities and the capacity to think critically to resolve issues efficiently

• Proficiency with computer systems, telephone equipment, and customer relationship management (CRM) software

• Ability to multitask and manage multiple customer interactions whilst maintaining quality standards

• Professional attitude with a customer-first mentality and commitment to delivering excellent service

• High school diploma or equivalent qualification as a minimum requirement

• Previous experience in a customer service or call centre environment is preferred but not essential for motivated candidates

• Flexibility to work various shifts, including evenings, weekends, and potentially holidays as per business requirements

• Ability to report onsite at our Makati or Pasig office