Customer Service Representative (CSR) Retail Account (Blended)Up to 32k

VALEROS VELASCO BUSINESS SOLUTIONS INC.; Philippines; On-site; PHP 214,000 - 357,000; Full time

Benefits offered by this job

Health and wellness benefits

Performance-based incentives andbon​us

Comprehensive training and development

Career growth opportunities

Modern facility in Quezon City

Job summary

Valeros Velasco Business Solutions Inc. is seeking a Customer Service Representative for our Retail Account in Quezon City, Metro Manila. This full-time role handles inbound and outbound inquiries, processes orders and refunds, and provides product information to retail clients with a focus on exceptional service.

You will work with CRM systems, meet performance metrics, and collaborate with the team to continuously improve customer satisfaction and service delivery.

Qualifications

• Excellent communication skills, verbal and written.
• Experience with customer service in retail or call centre is desirable.
• Ability to multitask and manage multiple interactions.
• Fluency in English; multilingual capabilities are a plus.

Responsibilities

• Handle inbound customer inquiries via phone, email, and chat with professionalism.
• Process customer orders, returns, and refunds with accuracy.
• Provide product information and recommendations.
• Resolve complaints and escalate when necessary for timely resolution.
• Conduct outbound follow-ups, surveys, and promotions.
• Maintain detailed records of all interactions in the system.
• Meet or exceed performance metrics including call handling time and CSAT.
• Collaborate with team to improve service delivery.
• Identify customer feedback for management.

Skills

Communication skills

CRM software

Multitasking

Patience & empathy

Problem solving

English fluency

Education

High school diploma

College education preferred

Tools

CRM software

Job description

About the role

We are seeking a Customer Service Representative (CSR) for our Retail Account to join the team at Valeros Velasco Business Solutions Inc. This is a full-time position based in Quezon City, Metro Manila. In this blended role, you will handle both inbound and outbound customer interactions, providing exceptional support to retail clients. As a CSR, you will be the voice of our company, ensuring every customer interaction reflects our commitment to excellence and professionalism. This position is crucial to maintaining strong client relationships and driving customer satisfaction across our retail operations.

Key responsibilities

• Handle inbound customer inquiries via telephone, email, and chat with professionalism and efficiency

• Process customer orders, returns, and refunds whilst maintaining accuracy and attention to detail

• Provide product information and recommendations to customers based on their needs

• Resolve customer complaints and elevate issues when necessary, ensuring timely resolution

• Conduct outbound calls for follow-ups, surveys, and promotional activities

• Maintain detailed and accurate records of all customer interactions in the system

• Meet or exceed established performance metrics including call handling time, customer satisfaction ratings, and sales targets

• Collaborate with team members and supervisors to continuously improve service delivery

• Identify and communicate customer feedback to management for service improvement

What we’re looking for

• High school diploma or equivalent; college education is preferred

• Excellent communication skills, both verbal and written, with the ability to articulate clearly and professionally

• Strong customer service orientation with a genuine desire to help customers

• Proficiency with computer systems and familiarity with customer relationship management (CRM) software

• Ability to multitask and manage multiple customer interactions simultaneously

• Patience, empathy, and emotional intelligence when dealing with challenging situations

• Problem-solving skills and the ability to make decisions within established guidelines

• Previous customer service experience in a retail or call centre environment is highly desirable

• Flexible schedule and willingness to work in shifts, including evenings and weekends if required

• Fluency in English; multilingual capabilities are a plus

What we offer

• Competitive salary package of up to 32,000 Philippine Pesos per month

• Full-time employment with job security and stability

• Comprehensive training and development programmes to enhance your customer service skills

• Career growth opportunities within the organisation

• Health and wellness benefits

• Performance-based incentives and bonuses

• Supportive team environment with experienced supervisors and mentors

• Work in a modern, professional facility located in Quezon City

About us

Valeros Velasco Business Solutions Inc. is a dynamic and customer-focused organisation dedicated to providing exceptional business process outsourcing solutions. We specialise in call centre and customer service operations, partnering with leading retail brands to deliver outstanding customer experiences. Our company values professionalism, integrity, and a commitment to excellence in all that we do. We believe in investing in our people and fostering a collaborative workplace culture where every team member can thrive and grow. Our mission is to be a trusted partner for businesses seeking reliable, high-quality customer service solutions that drive customer satisfaction and loyalty.