Customer Service Representative (CSR)

Task-Wise Va Consultancy Inc.; Taguig; On-site; PHP 290,000 - 469,000; Full time

Benefits offered by this job

Competitive Salary Package

HMO (Health Insurance)

Performance Bonuses

Career Growth Opportunities

Work-Life Balance initiatives

Job summary

A leading consultancy firm is looking for a Customer Service Representative to provide top-notch support for international clients. You'll manage inquiries and resolve issues through various channels, ensuring customer satisfaction. The role is ideal for those balancing work-life, with flexible shifts and the opportunity for growth within the company. Candidates should have excellent communication skills and basic tech knowledge. A high school diploma is essential, and previous experience in BPO is preferred.

Qualifications

• No experience required for local or basic accounts (paid training provided).
• 1–3 years in an international BPO or Tech Support environment is preferred for premium accounts.
• Willingness to work in shifting schedules including night shifts.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat.
• Diagnose and troubleshoot customer concerns regarding orders and technical issues.
• Maintain detailed customer records in the CRM with high accuracy.

Skills

Excellent verbal and written English communication skills

Basic knowledge of Windows/Office tools

Strong interpersonal skills

Attention to detail

Problem-solving abilities

Education

At least a High School Graduate

College graduates preferred for specialized accounts

Tools

Salesforce

HubSpot

Job description

On-site - Taguig 1-3 Yrs Exp Bachelor Full-time

Job Description

Customer Service Representative (CSR)

Location: Taguig City (BGC/McKinley Hill), Philippines | Chennai, India | Remote (Account Dependent)

Employment Type: Full-time

Reports to: Team Lead / Operations Manager

Job Purpose

As a Customer Service Representative at iOPEX, you will be the primary point of contact for international clients and customers. Your goal is to provide high-quality support, resolve complex issues, and ensure a seamless digital experience using iOPEX’s specialized process innovation and AI-driven tools.

Key Responsibilities

• Omnichannel Support: Respond to customer inquiries promptly and accurately via phone, email, and live chat.
• Issue Resolution: Diagnose, troubleshoot, and resolve customer concerns regarding order status, tracking, cancellations, returns, or technical product issues.
• Account Management: Maintain and update detailed customer records in the CRM (e.g., Salesforce, HubSpot) with high accuracy.
• Performance Metrics: Consistently meet or exceed Key Performance Indicators (KPIs) such as CSAT (Customer Satisfaction), AHT (Average Handle Time), and First Contact Resolution (FCR).
• Continuous Learning: Participate in training sessions for new product updates and iOPEX’s proprietary automation tools (like pexminer).
• Escalation: Identify complex issues that require specialized technical intervention and elevate them to the appropriate department.

Job Requirements

• Education: At least a High School Graduate (Senior High School under the new curriculum). College graduates are preferred for specialized accounts.
• Experience: Entry Level: No experience required for local or basic accounts (paid training provided).
• Experienced: 1–3 years in an international BPO or Tech Support environment is preferred for premium/financial accounts.
• Communication: Excellent verbal and written English communication skills.
• Technical Savvy: Basic knowledge of Windows/Office tools; ability to navigate multiple software tabs and CRM platforms simultaneously.
• Flexibility: Willingness to work in shifting schedules, including night shifts, holidays, and weekends.
• Problem-Solving: Ability to think on your feet and provide "outside the box" solutions.
• Empathy: Strong interpersonal skills to handle frustrated customers with professionalism.
• Detail-Oriented: High attention to detail for data entry and following strict company compliance/scripts.
• Competitive Salary Package + Performance Bonuses.
• HMO (Health Insurance) coverage upon hire.
• Night Differential and OT Pay.
• Career Growth (iOPEX is known for its "Intrapreneurial" culture and internal promotion opportunities).
• Work-Life Balance initiatives and engagement activities

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