Customer Service Representative (CSR)

AF Payments Inc.; Philippines; On-site; PHP 246,000 - 357,000; Full time

Job summary

AF Payments Inc. in the Philippines is seeking a Customer Service Representative to handle inquiries, resolve issues, and provide product information across phone, email, chat, and in person.

The role emphasizes clear communication, problem solving, and collaboration with sales and technical support to ensure customer satisfaction while maintaining compliance with company policies. Ideal candidates have at least 1 year in customer service, a degree in business or related fields, and a strong

Qualifications

• Associate or Bachelor’s degree in Business Admin, Communication, Marketing, or Hospitality.
• At least 1 year of work experience in the customer service industry.
• Prior experience in a Call Center (Voice Account) is non-negotiable.

Responsibilities

• Provide timely, accurate customer assistance via phone, email, chat or in person.
• Effectively resolve customer issues by identifying root causes and implementing solutions.
• Demonstrate comprehensive knowledge of products or services to offer relevant information and guidance.
• Maintain clear, professional communication with customers and colleagues to uphold a positive brand image.
• Record and maintain detailed records of customer interactions in the CRM system.
• Collaborate with sales, marketing, or technical support to address complex issues and ensure a seamless experience.

Skills

Communication

Leadership

Coaching

Change Mgmt

Customer Focus

Problem-Solving

Product Knowledge

Integrity

Tech Proficiency

Time Management

Education

Associate/Bachelor degree

Tools

CRM systems

MS Office

Job description

The primary role of the Customer Service Representative (CSR) is responsible for addressing customer inquiries, resolving issues, and providing information about products or services through various communication channels. They must possess strong communication, problem-solving, and interpersonal skills while maintaining product knowledge and adhering to company policies. Their role involves, advocating for customers, processing request or orders if any, documenting interactions, collaborating with team members and ensuring compliance with company guidelines. Ultimately, they play a vital role in maintaining customer satisfaction, and contributing to the success of the company.

Core Functions:

• Provides timely and accurate assistance to customers via phone, email, chat or in person, addressing their inquiries, concerns and request of information.
• Effectively resolves customer issues, complaints, or disputes by identifying root causes, investigates situations, and implements appropriate solutions to ensure customer satisfaction.
• Demonstrates comprehensive knowledge of the company’s products or services to offer relevant information, guidance, and recommendations to customers.
• Maintains clear and professional communication with customers and colleagues, ensuring effective understanding and resolution of issues while upholding a positive brand image.
• Records and maintains detailed and accurate records of customer interactions, transactions, inquiries, and resolutions in the company’s database or Customer Relationship Management (CRM) system.
• Collaborates with other departments or teams, such as sales, marketing, or technical support, to address complex customer issues, relay feedback, and ensure a seamless customer experience.

Identifies areas for process improvement, suggesting enhancements to policies or procedures, and participating in training or development programs to enhance customer service skills and knowledge.

Functional Competencies

• Communication Skills. Ability to effectively communicate with customers and colleagues verbally and in writing, conveying information clearly, concisely, and professionally.
• Leadership Skills. Ability to inspire, motivate, and lead a team of customer service representatives, fostering a positive and collaborative work environment.
• Coaching and Training Skills. Capacity to coach, mentor, and train team members to enhance their customer service skills, product knowledge, and overall performance.
• Change Management Skills. Ability to adapt to change, lead teams through transitions, and effectively communicate changes in processes, procedures, or policies to ensure smooth implementation and minimize disruption.
• Customer Focus. Strong dedication to understanding and meeting customer needs, demonstrating empathy, patience, and a customer-centric approach in all interactions
• Problem-Solving Skills. Capacity to identify, analyse, and resolve customer issues or complaints efficiently, employing critical thinking and creative problem-solving techniques.
• Product Knowledge. Thorough understanding of the company’s products or services, including features, benefits, pricing, and technical specifications, to provide accurate information and recommendations to customers.
• Integrity and Ethical conduct. High ethical standards and integrity are vital for handling sensitive customer information and adhering to legal and regulatory requirements.
• Technology proficiency. comfort in using various software tools and system.
• Strong resilience. Ability to navigate through ambiguity and simplify complexity without losing essence
• Strong organizational skills with an eye for detail
• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment
• Effective communication skills, both verbal and written, with the ability to articulate complex concepts clearly and concisely.
• Strong time management skills, ability to think analytically and detect risks, confidence in accurate decision making and communication skills
• Independent and has a natural curiosity and desire to improve.

Education and Work Background

• Associate degree or bachelor’s degree in fields such as Business Administration, Communication, Marketing or Hospitality.
• At least one (1) year of work experience in in the customer service industry
• Prior experience in a Call Center company (Voice Account) is non-negotiable