Customer Service Representative

Stefanini North America and APAC; Pasay; Remote; PHP 279,000 - 446,000; Full time

Job summary

Stefanini North America and APAC is seeking a Customer Service Specialist in Pasay, Philippines to manage inquiries via telephone, email, or written correspondence. You will process bookings, prepare quotes, and resolve issues by coordinating with the appropriate staff.

Your role includes documenting contacts with customers and internal teams and guiding customers through self-service options. You will use a computerized system for data gathering and troubleshooting and provide service using

Qualifications

• Bachelor's degree or vocational diploma is required.
• Excellent in oral and written English communication.
• Customer Service and Sales professional experience is a strong advantage.
• Coordination abilities are essential.
• Ability to multi-task effectively.
• Excellent customer service skills are required.
• Strong attention to detail is necessary.
• Works well under pressure in a fast-paced environment.
• Moderate computer knowledge is expected.
• Proficiency in word processing, spreadsheet, presentation and database software.
• Ability to gain skills and knowledge from project-specific training.
• Strong analytical skills and ability to maintain accuracy and production standards.
• Reliable and accountable.

Responsibilities

• Handle and customer service inquiries and problems via telephone, email or written correspondence.
• Answer inquiries, process bookings or requirements, quotes and resolve issues based on phone calls/email from customers, etc.
• Triage resulting rework to appropriate staff.
• Documents and track contacts with customers, dealers, internal department, operations and accounts.
• Explain customer's member's rights and responsibilities in accordance with contract.
• Educate providers on customer's self-service options.
• Use computerized system for tracking, information gathering, and/or troubleshooting.
• Utilize limited knowledge of company, products, and/or services to provide service to customers.
• May respond to customer inquiries by referring them to published materials or processes, secondary sources, or more senior staff.

Skills

English communication

Customer service

Coordination

Multi-tasking

Attention to detail

Pressure handling

Computer literacy

Education

Bachelor's degree or vocational diploma

Two years of college completed

Tools

MS Office

Job description

Details

• Handle and customer service inquiries and problems via telephone, email or written correspondence.


• Answer inquiries, process bookings or requirements, quotes and resolve issues based on phone calls/email from customers, etc.


• Triage resulting rework to appropriate staff.


• Documents and track contacts with customers, dealers, internal department, operations and accounts.


• Explain customer"s member's rights and responsibilities in accordance with contract.


• Educate providers on customer"s self-service options.


• Use computerized system for tracking, information gathering, and/or troubleshooting.


• Utilize limited knowledge of company, products, and/or services to provide service to customers.


• May respond to customer inquiries by referring them to published materials or processes, secondary sources, or more senior staff.

Job Responsibilities

• Handle and customer service inquiries and problems via telephone, email or written correspondence.


• Answer inquiries, process bookings or requirements, quotes and resolve issues based on phone calls/email from customers, etc.


• Triage resulting rework to appropriate staff.


• Documents and track contacts with customers, dealers, internal department, operations and accounts.


• Explain customer"s member's rights and responsibilities in accordance with contract.


• Educate providers on customer"s self-service options.


• Use computerized system for tracking, information gathering, and/or troubleshooting.


• Utilize limited knowledge of company, products, and/or services to provide service to customers.


• May respond to customer inquiries by referring them to published materials or processes, secondary sources, or more senior staff.

Additional Note

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Job Requirements

Skills, Licenses, Knowledge, Education And Training Requirements

• Bachelor"s degree or vocational in any field.
  • Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.


• Excellent in oral and written English communication.


• Customer Service and Sales professional experience, a strong advantage.


• Coordination abilities


• Ability to multi-task


• Excellent customer service skills


• Strong attention to detail


• Works well under pressure


• Moderate computer knowledge


• Proficiency in word processing, spreadsheet, presentation and database software.


• Ability to gain skills and knowledge from project-specific training.


• Strong analytical skills and is able to maintain accuracy and production standards.


• Ability to work in a fast-paced environment and to adapt to change.


• Reliable and Accountable

Level Of Knowledge, Skills, And Authority

• Applies job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity.


• Exercises judgment within defined guidelines and practices to determine appropriate action.

Technical And Home Setup Requirements

• Stable internet connection for WFH setup; backup mitigation. 50-100mbps


• Quiet working space that will avoid any background noise during working hours.