Customer Service Representative (CSR)

GOLDEN AXIS GLOBAL ENTERPRISES CORP.; Makati; On-site; PHP 279,000 - 424,000; Full time

Job summary

GOLDEN AXIS GLOBAL ENTERPRISES CORP. is seeking a dedicated customer service professional to respond to inquiries via chat, email, and other channels.

You will provide accurate information on products, orders, and company policies, while maintaining a positive and customer-focused approach. The role involves handling complaints, processing orders, coordinating with Sales and Logistics, and ensuring timely follow-up.

Qualifications

• Experience in customer service or related roles is preferred.
• Excellent written communication skills.
• Ability to manage multiple customer concerns simultaneously.

Responsibilities

• Respond to customer inquiries through chat, email, and other channels.
• Provide accurate information on products, orders, services, and policies.
• Handle complaints and resolve issues professionally.
• Process and monitor orders, returns, exchanges, and service requests.
• Coordinate with Sales, Warehouse, Logistics, and Operations to resolve issues.
• Maintain accurate records of customer interactions and resolutions.
• Escalate complex concerns to supervisors when needed.
• Meet response-time targets and service standards.
• Prepare daily/periodic reports on inquiries and issues.
• Support other customer service tasks as assigned.

Skills

Customer service experience

Sales support

E-commerce familiarity

Excellent written communication

Multitasking

Tools

CRM software

Chat platforms

E-commerce platforms

Job description

Key Responsibilities

• Respond to customer inquiries, concerns, and requests through chat, email, and other communication channels.

• Provide accurate, timely, and professional assistance to customers regarding products, orders, services, and company policies.

• Handle customer complaints and resolve issues effectively while maintaining a positive and customer-focused approach.

• Process and monitor customer orders, requests, returns, exchanges, and other service-related concerns.

• Coordinate with relevant departments such as Sales, Warehouse, Logistics, and Operations to resolve customer issues and ensure proper follow-up.

• Maintain accurate records of customer interactions, concerns, transactions, and resolutions.

• Monitor pending customer concerns and ensure timely follow-up until the issue is resolved.

• Provide customers with accurate product information, availability, pricing, promotions, and other relevant details.

• Escalate complex or unresolved concerns to the appropriate supervisor or department when necessary.

• Maintain a professional, courteous, and helpful attitude when communicating with customers.

• Meet established customer service standards, response-time requirements, and performance targets.

• Prepare daily or periodic reports regarding customer inquiries, complaints, orders, and other service-related activities.

• Perform other customer service and administrative tasks as assigned by the Immediate Head.

Key Qualifications

• Previous experience in Customer Service, Sales Support, E-commerce, or related roles is an advantage.

• Excellent written communication skills.

• Strong customer service and interpersonal skills.

• Ability to handle customer complaints and difficult situations professionally.

• Strong problem-solving and decision-making skills.

• Detail-oriented and organized, with the ability to manage multiple customer concerns simultaneously.

• Experience with chat platforms, CRM systems, e-commerce platforms, or customer service tools is an advantage.

• Ability to work under pressure and meet deadlines or service-level targets.

• Willing to work on shifting schedules, weekends, or holidays when required.