Customer Service Representative

Oceania International; Pasig; On-site; PHP 268,000 - 357,000; Full time

Benefits offered by this job

Performance Bonus

Incentives

Job summary

A customer service provider is seeking a Customer Service Representative in Pasig. This role involves managing inquiries, processing orders, and ensuring customer satisfaction. The ideal candidate must possess strong communication skills, experience in customer service, and proficiency in CRM tools. If you're customer-focused with a problem-solving attitude, apply now for a rewarding career with competitive salary and performance incentives.

Qualifications

• Prior experience in a customer service role, ideally in a call center or BPO setting.
• Ability to remain calm under pressure.
• Experience with performance metrics and customer feedback.
• On-site role based in Pasig.

Responsibilities

• Respond to customer inquiries and complaints via phone, email, and chat.
• Diagnose and resolve customer issues effectively.
• Handle customer orders, returns, and exchanges promptly.
• Maintain a deep understanding of the company’s products, services, policies, and procedures to provide informed responses and assistance.
• Accurately document all customer interactions in the CRM system for records and follow-up.
• Meet or exceed individual performance targets, including response times, resolution rates, and customer satisfaction scores.
• Actively listen to customer feedback and communicate trends to management for service improvement.
• Work closely with Technical Support, Sales, and Operations to ensure a cohesive approach to customer service.

Skills

Excellent verbal and written communication

Strong problem-solving skills

Proficiency in CRM tools

Ability to work independently and in a team

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Microsoft Office Suite

Job description

Job Description

On-site - Pasig 1-3 Yrs Exp High/Senior High School Full-time

The Customer Service Representative (CSR) will serve as the primary point of contact for customer inquiries, orders, issues, and requests. This role requires strong communication skills, problem‑solving abilities, and a commitment to providing a high level of customer satisfaction. The CSR will manage customer interactions through phone, email, and chat, providing information on products/services, resolving complaints, processing orders, and ensuring a seamless customer experience.

• Customer Interaction: Respond to customer inquiries, complaints, and requests across various communication channels (phone, email, chat).
• Issue Resolution: Diagnose customer problems by gathering information, providing accurate solutions, and escalating complex issues when necessary.
• Order Processing: Handle customer orders, returns, and exchanges, ensuring data accuracy and timely fulfillment.
• Product/Service Knowledge: Maintain a deep understanding of the company’s products, services, policies, and procedures to provide informed responses and assistance.
• Documentation: Accurately document all customer interactions, issues, and resolutions in the CRM system for record‑keeping and follow‑up.
• Performance Metrics: Meet or exceed individual performance targets, including response times, resolution rates, and customer satisfaction scores.
• Feedback Collection: Actively listen to customer feedback and communicate common trends or suggestions to management for service improvement.
• Collaboration: Work closely with other departments, such as Technical Support, Sales, and Operations, to ensure a cohesive approach to customer service.
• Experience: Prior experience in a customer service role, ideally in a call center or BPO setting, is preferred.
• Skills:
• Excellent verbal and written communication.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• Proficiency in CRM tools (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
• Ability to work independently and as part of a team.
• Education: at least High school
• Schedule: May involve rotating shifts, weekends, and holidays based on customer demand.
• On‑Site: Within Pasig

Employee Recognition and Rewards

Performance Bonus, Incentives

Compensation and Benefits

• Salary: Competitive base salary, often supplemented with performance incentives.

This role is ideal for someone with strong communication skills, a customer‑focused attitude, and the resilience to handle multiple customer interactions effectively.