Customer Service Representative

SuperStaff; Philippines; On-site; PHP 335,000 - 446,000; Full time

Benefits offered by this job

HMO with 1 free dependent

Life Insurance

20 PTO credits annually

20 % Night Differential

VL and SL cash conversion

Annual Merit Increases and Employee A

Job summary

SuperStaff is hiring a Customer Service Representative in the Philippines to deliver exceptional support via voice and email. You will handle inquiries, assist Territorial Representatives, and resolve escalations with a customer-centric approach.

The role requires strong communication skills, data accuracy, and teamwork. You will document interactions, stay updated on policies, and contribute to process improvements while enjoying employee-focused benefits.

Qualifications

• Bachelor's degree or equivalent.
• 1-2 years of customer service experience in voice and email support.
• Proficiency in MS Office and CRM software.
• Excellent verbal and written English communication.

Responsibilities

• Handle inbound and outbound calls and emails delivering high-quality customer service.
• Assist Territorial Representatives with product inquiries, order statuses, and service requests.
• Document interactions and resolutions accurately in the system.
• Investigate issues and provide effective, timely solutions.
• Collaborate with internal teams to resolve complex customer issues.

Skills

Written English

Problem solving

Time management

Customer service

Teamwork

Education

College degree or equivalent

Tools

CRM software

MS Office (Outlook, Excel, Word)

Job description

The Customer Service Representative is responsible for delivering exceptional customer support via voice and email channels. This role requires strong communication skills and the ability to handle inquiries from Territorial Representatives, address escalated cases, and provide effective resolutions. The ideal candidate is a problem-solver who is committed to ensuring customer satisfaction through accurate and timely assistance.

Key Responsibilities:

Customer Support:

• Handle inbound and outbound calls professionally, ensuring a high level of customer service.
• Respond to customer inquiries via email with clear, accurate, and timely communication.
• Assist Territorial Representativeswith product-related inquiries, order statuses, and service requests. There will be occasions that customers will be routed to inbound calls.
• Maintain a positive and empathetic attitude toward customers at all times.
• Process and resolve escalated cases efficiently while adhering to company guidelines.
• Investigate customer concerns and provide effective solutions within the required timeframe.
• Collaborate with internal teams to resolve complex issues and ensure a seamless customer experience.

Data & Documentation:

• Accurately document customer interactions, inquiries, complaints, and resolutions in the system.
• Ensure all customer data and transaction records are updated and maintained as per company policies.
• Prepare and submit reports related to customer service performance and escalations.

Process Improvement:

• Identify recurring customer issues and recommend process enhancements.
• Stay updated with company policies, products, and procedures to provide the best support.
• Participate in team training and continuous learning initiatives.

Requirements

• Education:College Degree or equivalent.
• Experience:Minimum 1-2 years of customer service experiencein voice and email support.
• Technical Skills:Knowledge in Microsoft Office Suite (Outlook, Excel, Word) and CRM software.
• Communication Skills:Excellent verbal and written communication skills in English.
• Problem-Solving:Ability to analyze situations, identify problems, and develop solutions effectively.
• Time Management:Strong organizational skills with the ability to manage multiple tasks efficiently.
• Customer Focus:Ability to handle challenging situations professionally and provide customer-centric resolutions.
• Team Player:Ability to collaborate and work well within a team-oriented environment.
• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• 20 % Night Differential
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition