Customer Service Representative

Enshored; Pasig; On-site; PHP 290,000 - 469,000; Full time

Job summary

Enshored is seeking a customer service specialist to handle email, tickets, chat, and calls in a high-volume environment. You will identify customer needs, research issues, and provide clear, actionable solutions while maintaining data accuracy and upholding SLA expectations.

The role emphasizes strong English communication, attention to detail, and teamwork in a fast-paced setting within Metro Manila. Training and career growth are highlighted as part of our culture.

Qualifications

• Completed at least 2 years of college education.
• Experience in customer service is preferred (minimum 1 year).
• Strong command of English, both written and spoken.
• Ability to work in high-volume email/calls/chats with quality standards.

Responsibilities

• Provide customer service via email/tickets, chat, and calls.
• Identify customers’ needs, clarify information, research issues, and provide solutions.
• Process requests and update information in the database.
• Document information per standard operating procedures.
• Meet client KPIs and SLAs with speed and accuracy.
• Communicate positively with team members, customers, and partners.

Job description

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.
Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.
  

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don’t just take our word for it; experience the growth yourself!
If you don’t know where to start, check us out at www.enshored.com.

Duties And Responsibilities

• Provide customer service via email/tickets, chat, and calls
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Process requests and enter/update business/personal information in our database
• Document all information according to standard operating procedures
• Perform the tasks at the required speed and accuracy to meet the client’s KPI and SLA requirements
• Provide prompt, reliable, and accurate information to customers
• Maintain effective communication during conversations by adjusting to the pace and technical level of the customer
• Communicate positively with team members, customers, and partners
  

Minimum Requirements And Qualifications

• Ability to work in the intensity of high-volume emails, calls, and live chats and capable of upholding the highest quality standards
• Ability to work on holidays and weekends
• Ability to work in a dynamic environment with minimal supervision
  

Key Skills

• Experience working with customer support
• Experienced in tech support primarily supporting internet service providers or network hardware manufacturers.
• Working knowledge of office equipment, computer hardware, and peripheral devices
• Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.)
• Good command of English both oral and written and customer service skills
• Great attention to detail
  

Educational Background

• Completed at least 2 years of college education
  

Work Experience

• Preferably with at least one year of Customer Service experience
  

Demonstrated Competency In The Following Areas Is Also Required

• Proven ability to work within deadlines and under pressure
• Examples of taking initiative in a work setting, with positive outcomes
• Proven to be a lead-taker, and able to work with passion without the need for constant coaching or manager intervention
• Escalations or tier 2 support experience is a plus
• Comprehensive knowledge of internet networking is a plus
  

Language Skills

• Very good communication skills
• Strong written and grammatical English language skills
  

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.