Customer Service Representative

TSI - Transworld Systems Inc.; Quezon City; In loco; PHP 223.000 - 357.000; Tempo pieno

Descrizione del lavoro

TSI - Transworld Systems Inc. in Quezon City, Philippines is seeking a Customer Service Representative to respond to customer inquiries via phone or email, provide product information, pricing, availability, and order status.

You will identify issues, escalate when needed, process returns and refunds, maintain accurate records in the CRM, and collaborate with refund support, sales and logistics to satisfy customers while meeting KPIs and adapting to changing schedules.

Competenze

• Respond to customer inquiries via phone or email in a timely and professional manner.
• Assist customers with product information, pricing, availability, order status.
• Identify customer issues promptly and escalate out-of-scope cases.
• Provide exceptional customer service to ensure satisfaction and loyalty.
• Process returns, replacements, and refunds per company policies.
• Maintain accurate customer records and interactions documentation.
• Collaborate with refund support, sales, and logistics to address customer needs.
• Keep up-to-date with product knowledge and promotions.
• Follow up to ensure concerns are addressed and resolved.
• Adhere to policies to uphold brand reputation and standards.
• Document customer interactions in the CRM system.
• Strive to achieve KPIs: attendance, schedule adherence, NPS, AHT, and call quality.
• Adapt to different schedules weekly, including split rest days.

Mansioni

• Responding to customer inquiries via phone or email, in a timely and professional manner.
• Assisting customers with product information, pricing, availability, order status and order processing.
• Identify customer issues promptly, escalating out-of-scope cases to supervisors or other teams as needed.
• Providing exceptional customer service to ensure customer satisfaction and loyalty.
• Processing returns, replacement, and refunds according to company policies.
• Maintaining accurate customer records and documentation of interactions.
• Collaborating with other departments, such as refund support, sales and logistics, to address customer needs.
• Keeping up-to-date with product knowledge and promotions to better assist customers.
• Following up with customers to ensure their concerns have been addressed and resolved.
• Adhering to company policies and procedures to uphold the brand's reputation and standards.
• Maintain accurate records of customer interactions by documenting them in the client’s CRM system.
• Strive to achieve key performance indicators (KPIs), such as Attendance and adherence to schedule, NPS scores, Average Handle Time, and Call Quality.
• Adaptability to different schedules weekly, including split rest days.

Conoscenze

Customer service

Communication

Multitasking

Problem-solving

Team collaboration

Strumenti

CRM software

Descrizione del lavoro

• Demonstrates great call handling skills to deliver excellent customer services for a retail account.

Key Duties & Responsibilities

• Responding to customer inquiries via phone or email, in a timely and professional manner.
• Assisting customers with product information, pricing, availability, order status and order

processing.

• Identify customer issues promptly, escalating out-of-scope cases to supervisors or other teams

as needed.

• Providing exceptional customer service to ensure customer satisfaction and loyalty.
• Processing returns, replacement, and refunds according to company policies.
• Maintaining accurate customer records and documentation of interactions.
• Collaborating with other departments, such as refund support, sales and logistics, to address

customer needs.

• Keeping up-to-date with product knowledge and promotions to better assist customers.
• Following up with customers to ensure their concerns have been addressed and resolved.
• Adhering to company policies and procedures to uphold the brand's reputation and standards.
• Maintain accurate records of customer interactions by documenting them in the client’s CRM

system.

• Strive to achieve key performance indicators (KPIs), such as Attendance and adherence to

schedule, NPS scores, Average Handle Time, and Call Quality.

• Adaptability to different schedules weekly, including split rest days.