Customer Service Representative (Pioneering Account) One Day Process Only

GDV BUSINESS SERVICES CO.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

GDV BUSINESS SERVICES CO. is seeking a customer service professional to handle incoming calls, emails, and chats with a focus on accurate product information and courteous interaction.

You will document interactions, follow established protocols, and work to meet performance targets in a fast-paced environment. Experience in CRM and MS Office is preferred, with a strong emphasis on empathy and effective communication.

Qualifications

• Excellent communication skills and professional phone etiquette.
• Active listening with the ability to understand customer needs.
• Empathy and patience when assisting customers across channels.
• Ability to multitask and manage multiple conversations.
• Attention to detail in documenting interactions.
• Proficiency with CRM systems and MS Office.
• Strong time management to meet targets and queues.
• Team collaboration to resolve issues efficiently.

Responsibilities

• Answer incoming calls, emails, and chat inquiries professionally.
• Provide accurate information about products and services.
• Resolve issues and escalate complex matters when needed.
• Document all customer interactions in the database and ticketing systems.
• Follow protocols and company policies to ensure quality service.
• Maintain records of customer transactions and service histories.
• Identify opportunities to upsell or cross-sell when appropriate.
• Collaborate with team members and other departments to resolve issues.
• Meet or exceed performance targets like call handling time and customer satisfaction.
• Provide feedback to management on customer concerns and trends.

Skills

Strong communication

Active listening

Empathy

Multitasking

Attention to detail

CRM software

MS Office

Time management

Team collaboration

Positive attitude

Education

High school diploma

College education advantageous

Tools

CRM systems

Microsoft Office

Job description

Key responsibilities

• Answer incoming calls, emails, and chat inquiries from customers in a professional and courteous manner
• Provide accurate information about products and services, addressing customer questions and concerns
• Resolve customer issues and complaints efficiently, escalating complex matters when necessary
• Document all customer interactions accurately in the company database and ticketing systems
• Follow established protocols and company policies to ensure consistent service quality
• Maintain detailed records of customer transactions and service histories
• Identify opportunities to upsell or cross-sell products and services where appropriate
• Collaborate with team members and other departments to resolve customer issues effectively
• Meet or exceed established performance targets, including call handling time, quality metrics, and customer satisfaction scores
• Provide feedback to management on customer concerns and trends that could impact service improvement

What we're looking for

• Strong communication skills with the ability to articulate information clearly and professionally
• Excellent listening and empathy skills to understand and address customer needs effectively
• Patience and professionalism when handling difficult or frustrated customers
• Proven ability to multitask and manage multiple customer interactions simultaneously
• Attention to detail with strong organisational and time management skills
• Basic computer literacy and proficiency with customer relationship management (CRM) systems and Microsoft Office applications
• Ability to work in a fast-paced environment whilst maintaining accuracy and quality
• Reliable, punctual, and committed to meeting performance targets
• A positive attitude and willingness to learn and adapt to new processes and systems
• High school diploma or equivalent; college education is advantageous
• Prior customer service or call center experience is preferred but not essential for enthusiastic candidates