Customer Service Representative

Motocareers; Philippines; On-site; PHP 240,000 - 300,000; Full time

Job summary

Motocareers is seeking a Customer Service Associate to maintain positive customer relations across phone, email, chat, social media, and in-person channels. You will respond to inquiries, investigate complaints, process transactions, and document all interactions in the CRM for compliance and future reference.

The ideal candidate has 1–2 years in customer service, strong communication and problem-solving skills, and the ability to work independently in a fast-paced environment.

Qualifications

• Bachelor’s degree preferred in Business, Communications, Marketing or related field.
• 1–2 years in customer service, call center, retail or sales.
• Strong problem-solving and conflict-resolution skills with the ability to identify root causes and provide effective solutions.
• Must be computer literate.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Highly organized and detail-oriented.

Responsibilities

• Maintain positive customer relations across phone, email, chat, social media, and in-person interactions.
• Respond to customer questions with accuracy, empathy, and a professional tone.
• Investigate complaints and provide effective solutions while maintaining a positive experience.
• Process orders, returns, refunds, exchanges, and account updates with careful escalation when needed.
• Document all interactions in the CRM for compliance and future reference.
• Identify complex issues requiring escalation to supervisors or specialized teams.
• Stay updated on product offerings, promotions, pricing, and updates to guide customers.
• Monitor inquiries across digital platforms to ensure consistent branding and timely responses.
• Participate in monitoring and training to improve service standards.
• Suggest upsell opportunities and promote loyalty programs to drive retention.
• Collaborate with sales and marketing to relay customer feedback and improvements.

Skills

Communication skills

Problem-solving

Conflict resolution

Interpersonal skills

Computer literacy

Teamwork

Organization

Detail orientation

Independent work

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM software

Job description

Responsibilities:

The duties of a CSA focus on maintaining positive customer relations across multiple channels, including phone, email, chat, social media, and in-person interactions.

• Inquiry Management - Respond to customer questions about products, services, policies, or procedures with accuracy, empathy, and a professional, friendly tone.


• Conflict Resolution - Investigate customer complaints, identify root causes, and provide effective solutions—such as apologies, compensations, or policy adjustments—while maintaining a positive experience.


• Transaction Processing - Handle operational tasks such as processing orders, returns, refunds, exchanges, and account updates by escalating accurately and efficiently when needed.


• Documentation - Maintain detailed, accurate records of all customer interactions, issues, and resolutions within the company’s CRM system for compliance and future reference.


• Escalation Management - Identify complex or high-priority issues that require intervention from supervisors, technical support, or specialized departments, providing clear summaries for seamless handoffs.


• Product Knowledge - Stay updated on all company offerings, promotions, pricing, and updates to provide expert guidance and help customers make informed buying decisions.


• Multichannel Support - Monitor and respond to inquiries across digital platforms like social media, apps, and self-service portals, ensuring consistent branding and response times.


• Quality Assurance - Participate in chat/call monitoring, feedback sessions, and training to improve service standards, adhering to key performance indicators (KPIs).


• Upselling and Retention - Identify opportunities to recommend relevant products or services, promote loyalty programs, and nurture long‑term customer relationships to drive revenue.


• Team Collaboration - Coordinate with sales, marketing, and other teams to relay customer feedback, trends, or process improvements that enhance overall service delivery.

Qualifications:

• Bachelor’s degree in Business Administration, Communication, Marketing, or any related field is preferred.


• At least 1–2 years of experience in customer service, call center, retail, or sales.


• Strong problem-solving and conflict-resolution skills with the ability to identify root causes and provide effective solutions.


• Must be computer literate.


• Excellent communication and interpersonal skills.


• Ability to work independently and as part of a team.


• Highly organized and detail‑oriented.


• Motorcycle riders or enthusiasts have an advantage.


• Must be willing to work on‑site in Bagumbayan, Quezon City.