Customer Service Representative (CSR)

NIU Professionals, Inc.; Makati; On-site; PHP 223,000 - 335,000; Full time

Job summary

NIU Professionals, Inc. is seeking a customer service representative to handle inquiries through calls and emails, ensuring issues are resolved promptly and customers are kept informed.

The role emphasizes a customer-centric mindset, attention to detail, teamwork, and the ability to adapt to different systems and processes to improve customer experience. Candidates should have at least 1 year of CSR experience, strong verbal and written communication in English and Filipino, and proficiency with

Qualifications

• Minimum college degree with strong communication skills.
• At least 1 year experience as a CSR or similar role.
• Customer-centric mindset with ability to balance process compliance and business impact.
• Excellent verbal and written communication in English and Filipino.
• Detail-oriented and able to deliver accurate work to avoid errors.

Responsibilities

• Handle customer inquiries via calls, emails, and other channels.
• Ensure issues are resolved promptly while keeping customers informed.
• Collaborate with other departments to close feedback on issues and implement solutions.
• Develop action plans with the Customer Care & Experience Team Leader for escalations.
• Gather accurate customer data to inform decisions on processes and policies for experience improvement.

Skills

Customer-centric mindset

Attention to detail

Problem-solving

Team collaboration

Bilingual English/Filipino

Education

College graduate

Tools

MS Office (Outlook, Word, Excel, PowerPoint)

Job description

Service our customers through careful understanding of their queries, utilization of resources, and effective problem-solving skills

Manage customer enquiries (calls, emails, etc.) and ensure that they are resolved in an efficient manner while keeping the customer informed as needed

Work with other departments in providing a closed-feedback loop on identified issues from his/her cases, making sure that tactical and strategic solutions are in place.

Develop action plan with the Customer Care & Experience Team Leader for escalated issues.

Gather accurate customer data which will be helpful in making informed decisions on processes and policies for customer experience improvement.

Qualifications

College graduate

With at least 1 year experience as CSR

Always have a \"customer centric\" mindset with the right balance of compliance to existing processes and consideration of business impact of his/her decisions

Excellent verbal and written communication skills (Filipino and English)

Attentive to details and makes sure that the work is always done in an accurate manner to avoid customer complaints and errors causing impact to the business (e.g., brand image, financial loss, etc.)

Outstanding problem-solving skills and can challenge existing processes to help deliver the best customer and business outcome

Proactive and always on top of her work making sure that no customer or colleague is left behind

Works well with others in generating solutions to achieve the best customer experience

Ability to grow positively, both personally and as a company, through the discovery and application of knowledge.

Can easily learn and adapt to different system tools and how to use them in understanding customer cases and generating solutions

Proficient in MS Office Applications (Outlook, Word, Excel, Powerpoint)