Customer Service Representative II

Crawford & Company; Iloilo; On-site; PHP 223,000 - 357,000; Full time

Job summary

Crawford & Company is seeking an enthusiastic customer service specialist in the Philippines (Iloilo) to listen to issues and offer innovative solutions. You will apply knowledge of company policies and product information to provide quick and accurate assistance to customers.

The role requires responsiveness, reliability, and a commitment to customer satisfaction, with the ability to handle inquiries via phone or email and collaborate with other teams as needed.

Qualifications

• Bachelor’s degree completed.
• Certification in Customer Service or CRM is preferred.
• Minimum 2 years of work experience in customer service.
• Excellent verbal and written communication skills.
• Professional and courteous demeanor at all times.
• Availability to work nights, holidays and weekends.
• Maintains confidentiality and high professionalism.
• Ability to multi-task and manage time effectively.
• Strong interpersonal skills and ability to work independently or in a team.

Responsibilities

• Responds to customer inquiries by phone or email to resolve non-technical issues.
• Analyzes customer service needs and refers to other departments as needed.
• Provides updates to internal teams on customer needs and satisfaction factors.
• Records activities in a CRM or customer database as required.
• Handles complaints with appropriate solutions and follow-up to ensure resolution.
• Gains proficiency in multiple competencies relevant to the role.
• W orks independently within established procedures for the job function.

Skills

Verbal communication

Written communication

Interpersonal skills

Time management

Professionalism

Attention to detail

Multi-tasking

Education

Bachelor's Degree (Four-year college course)

Customer Service Certification

Job description

Job Description

We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Job Description

We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Responsibilities

• Responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution.
• Analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed.
• Provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
• May utilize a customer relationship application or database to record activities and research product/client information.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Has gained proficiency in multiple competencies relevant to the job.
• Works independently within established procedures associated with the specific job function.

Qualifications

• Bachelor's Degree (Four-year college course).
• Customer Service Intermediate Certification which includes Communication Strategies and Customer Relationship Management.
• Minimum of 2 years work experience.
• Excellent Verbal and Written Communication Skills.
• Ability to remain professional and courteous with customer at all times.
• Must be available to work at night, holidays and weekends.
• Maintains high degree of professionalism and confidentiality.
• Ability to multi-task, prioritize and manage time effectively.
• Interpersonal skills - Able to work independently and as a team member.
• Keen attention to details.