Customer Service Representative

Segment (Twilio); Taguig; On-site; Full time

Benefits offered by this job

Global family leave

Comprehensive medical coverage for emp

Worldwide employee stock ownership

Flexible work arrangement …and more!

Job summary

Schneider Electric is seeking a Customer Service Representative in the Philippines to enter orders, provide phone, chat, and email support, and follow defined processes. You will log customer information in the central system and ensure accuracy of job details.

You will cooperate with sales engineers, meet service level agreements, and generate individual and team reports. A 4- or 5-year degree and 2–3 years of customer service experience are required, with US English proficiency and night-shift

Qualifications

• Bachelor’s degree required.
• 2–3 years work-related customer service experience.

Responsibilities

• Enter orders into the system and ensure accuracy.
• Provide customer support via phone, chat, and email and respond to inquiries.
• Follow defined processes, procedures, and company policies.
• Log required information in the central information system for customers and requests.
• Provide accurate solutions in a timely manner and escalate issues when needed.
• Ensure completeness of required parameters for job entries and keep updated on product/process changes.
• Escalate out-of-bound issues to the manager.
• Generate individual and team reports on demand.
• Clarify or verify job details with customers or field staff.
• Adhere to the department’s service level agreements.
• Coordinate with sales engineers on order updates.
• Submit reports of job entries and utilization as required.

Skills

Data entry

US English

Attention to detail

Time management

Communication skills

Organizational skills

Night shift flexibility

Education

Bachelor's degree

Job description

Role

Customer Service Representative

Responsibilities

• Responsible for entering orders in the system
• Provides customer inbound, outbound phone support and marketing initiatives through phone, chat & email
• Follows team’s defined process and procedures and company policies
• Ensures that required information is logged into central information system pertaining to customer information and request
• Provides accurate solution/assistance to customers in a timely manner
• Ensures completeness of required parameters for job entry and regularly updates self on product and process development
• Escalates out of boundary issues to manager
• Provides and generates individual and team reports
• Ensures that jobs are entered accurately
• Clarifies or verifies job details to customers or field sales engineers
• Adheres to service level agreement set by the department
• Coordinates closely with sales engineers regarding order or job updates
• Submits reports of job entries and utilization tracker required by the POC
• Other duties and responsibilities that may be assigned from time to time

Qualifications

• Bachelor’s degree in any 4‑ or 5‑year course
• Minimum of 2‑ to 3‑years work‑related experience in a customer‑service environment
• Organizational skills required for carrying out daily duties, particularly in terms of time and priorities
• Close attention to detail, follow‑up, extreme sense of urgency and perseverance
• Knowledge of computer systems and experience in data entry
• Excellent written and oral communication capabilities using U.S. English
• Experience in data entry and ability to handle workload pressure
• Willingness to work in BGC
• Amenable to work at night in a hybrid setup

Benefits

• Global family leave
• Comprehensive medical coverage for employee and dependents
• Worldwide employee stock ownership
• Flexible work arrangement …and more!

Reporting To

Assistant Operations Manager

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.