Customer Service Representative (CSR)

Dempsey Resource Management; Quezon City; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Dempsey Resource Management is hiring a Customer Service Representative (CSR) on a hybrid setup in the Philippines. The role requires at least 2 years in customer service, strong English communication, and ability to work in shifts including weekends.

You will handle inquiries, document interactions, and resolve issues per company policies. Ideal candidates are graduates of any 4-year degree, proficient with Oracle and Google apps, and capable of multi-tasking while maintaining KPI quality

Qualifications

• Graduate of any 4-year degree course.
• At least 2 years in Customer Service.
• Customer Service Skills Training is an advantage.
• Moments of Truth Training is an advantage.
• Excellent American English communication skills.
• Strong comprehension and active listening skills.
• Strong probing and problem-solving skills.
• Ability to build rapport and establish positive customer relationships.
• Ability to identify opportunities that benefit customers.
• Excellent interpersonal and teamwork skills.
• Self-driven, motivated, and willing to take initiative.
• Ability to multi-task and prioritize tasks effectively.
• Proficient in Oracle and Google applications.
• Adaptable and resilient in a changing work environment.
• Willing to work on shifting schedules, including weekends and holidays when required.
• Willing to work overtime or rest-day overtime when necessary, especially during peak seasons.

Responsibilities

• Handle customer inquiries, requests, and concerns regarding products and services.
• Provide excellent customer service while following company processes and policies.
• Gather relevant information, identify customer needs, and provide appropriate solutions.
• Use available knowledge bases and resources to assist customers.
• Accurately document customer interactions and update information in the CRM system.
• Maintain performance within established KPIs and quality standards.
• Identify and properly escalat customer concerns to the appropriate channel.
• Stay updated on system information, processes, and product changes.
• Coordinate with the team and immediate supervisor regarding training and development needs.
• Ensure accurate and timely resolution of customer concerns.
• Maintain a professional, clear, and customer-focused approach in every interaction.

Skills

Customer service

Active listening

Problem solving

Rapport building

Multi-tasking

Teamwork

Self-motivated

Adaptable

Overtime willingness

Education

Bachelor's degree

Tools

Oracle

Google apps

Job description

WE ARE HIRING! Customer Service Representative (CSR) Industry: Appliances Distributor Work Setup: Hybrid Experience Required: At least 2 years in Customer Service Are you an experienced customer service professional with excellent communication skills and a passion for helping customers? We are looking for a Customer Service Representative to join our team!

Qualifications

• Graduate of any 4-year degree course
• At least 2 years of experience in Customer Service
• Customer Service Skills Training is an advantage
• Moments of Truth Training is an advantage
• Excellent American English communication skills
• Strong comprehension and active listening skills
• Strong probing and problem-solving skills
• Ability to build rapport and establish positive customer relationships
• Ability to identify opportunities that benefit customers
• Excellent interpersonal and teamwork skills
• Self-driven, motivated, and willing to take initiative
• Ability to multi-task and prioritize tasks effectively
• Proficient in Oracle and Google applications
• Adaptable and resilient in a changing work environment
• Willing to work on shifting schedules, including weekends and holidays when required
• Willing to work overtime or rest-day overtime when necessary, especially during peak seasons

Key Responsibilities

• Handle customer inquiries, requests, and concerns regarding products and services
• Provide excellent customer service while following company processes and policies
• Gather relevant information, identify customer needs, and provide appropriate solutions
• Use available knowledge bases and resources to assist customers
• Accurately document customer interactions and update information in the CRM system
• Maintain performance within established KPIs and quality standards
• Identify and properly escalat customer concerns to the appropriate channel
• Stay updated on system information, processes, and product changes
• Coordinate with the team and immediate supervisor regarding training and development needs
• Ensure accurate and timely resolution of customer concerns
• Maintain a professional, clear, and customer-focused approach in every interaction