Customer Service Representative

Stefanini North America and APAC; Philippines; Remote; PHP 240,000 - 360,000; Full time

Job summary

Stefanini North America and APAC is seeking a customer service professional in the Philippines to handle inquiries via phone, email, or written channels. The role emphasizes strong English communication, customer service experience, and ability to work remotely with minimal supervision.

Responsibilities include processing bookings, resolving issues from customers, and coordinating with internal departments to ensure seamless service delivery.

Qualifications

• Bachelor's degree or vocational in any field.
• Two years in college or has finished a Diploma/Certificate course.
• Excellent in oral and written English communication.

Responsibilities

• Handle customer service inquiries via telephone, email or written correspondence.
• Answer inquiries, process bookings or requirements, quotes and resolve issues from customers.
• Triage rework to appropriate staff and track contacts with customers and internal teams.
• Explain customer rights and responsibilities according to contract.
• Educate providers on self-service options and company processes.
• Use computerized systems for tracking and information gathering.

Skills

English fluency

Customer service

Sales experience

Coordination

Multi-tasking

Attention to detail

Under pressure

Computer literacy

MS Word/Excel/PowerPoint/Access

Education

Bachelor's degree or vocational in any field

Two years in college or Diploma/Certificate

Tools

MS Office Suite

Job description

Details

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.