Customer Service Representative (BPO)

Synlink Recruitment Outsourcing Co. Inc.; Pasig; On-site; PHP 100,000 - 400,000; Full time

Job summary

A customer service firm in the Philippines is seeking a Customer Service Representative to manage customer interactions across multiple channels. Responsibilities include answering inquiries, processing orders, and documenting interactions. Strong communication and problem-solving skills are desired. This role emphasizes customer satisfaction and performance metrics.

Responsibilities

• Answer a high volume of inbound calls, emails, chats, and/or social media messages.
• Clearly and accurately communicate product and service information.
• Listen to customer concerns and provide effective solutions.
• Process customer orders and handle account management.
• Document customer interactions using the CRM system.
• Identify and escalate complex issues to internal teams.
• Meet or exceed established performance metrics.

Job description

The Customer Service Representative (CSR) serves as the primary point of contact between the company and its customers. The CSR is responsible for providing exceptional service, resolving customer inquiries, processing orders, and managing complaints via phone, email, chat, or in-person to ensure customer satisfaction and loyalty.

Key Responsibilities and Duties

• Handle Customer Interactions: Answer a high volume of inbound calls, emails, chats, and/or social media messages in a professional, courteous, and timely manner.
• Provide Product/Service Information: Clearly and accurately communicate information about the companys products, services, features, and policies.
• Issue Resolution: Listen patiently to customer concerns, identify the root cause of the problem, and provide efficient, effective, and complete solutions or workarounds.
• Order and Account Management: Process customer orders, handle returns, cancellations, and exchanges. Make necessary updates and changes to customer account information and billing details.
• Documentation: Accurately document all customer interactions, complaints, issues, and resolutions using the Customer Relationship Management (CRM) system.
• Escalation: Identify and escalate complex issues to the appropriate internal teams (e.g., technical support, billing, management) following established procedures.
• Achieve Metrics: Meet or exceed established performance metrics, such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores.