Customer Service Representative – Voice

Jobtailor; Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

Jobtailor is hiring for a customer service representative to handle inbound inquiries via calls, emails, and messages from clients. The role emphasizes delivering accurate information, resolving issues efficiently, and maintaining high customer satisfaction within a fast-paced BPO environment.

Candidates should have strong verbal and written communication skills, a high school diploma (college degree preferred), and proficiency with CRM tools.

Qualifications

• Excellent verbal and written communication skills.
• Previous customer service experience, preferably in a BPO or call center environment.
• Proficiency with CRM software and chat/email platforms.
• Ability to multitask and manage time effectively.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Respond to inbound customer calls, emails, and messages.
• Provide accurate information to customers.
• Resolve customer issues and complaints professionally.
• Identify and assess customer needs to achieve satisfaction.
• Troubleshoot issues and provide solutions.
• Escalate unresolved issues when necessary.
• Maintain clear, courteous customer communication.
• Document interactions and maintain records of issues and resolutions.
• Provide timely follow-ups.
• Stay updated on product knowledge and policies.
• Meet individual and team performance targets.

Skills

Verbal communication

Written communication

Time management

Multitasking

Customer-focused attitude

Education

High school diploma

College degree preferred

Tools

CRM Software

Chat Platforms

Email Platforms

Job description

• Respond to inbound customer calls, emails, and messages
• Provide accurate, valid, and complete information to customers
• Resolve customer issues and complaints efficiently and professionally
• Identify and assess customer needs to achieve satisfaction
• Troubleshoot issues and provide appropriate solutions
• Escalate unresolved issues to higher-level support when necessary
• Maintain clear, concise, and courteous customer communication
• Document interactions and maintain accurate records of issues and resolutions
• Provide timely and effective follow-ups
• Stay updated on product knowledge, company policies, and procedures
• Use available resources and tools to provide accurate customer information
• Meet individual and team performance targets, including response time, resolution time, and customer satisfaction scores
• Continuously improve efficiency and effectiveness in handling inquiries
• Collaborate with team members and other departments to resolve customer issues

Requirements

• Excellent verbal and written communication skills
• High school diploma or equivalent; a college degree is a plus
• Previous customer service experience, preferably in a BPO or call center environment
• Strong command of grammar and spelling
• Ability to multitask and manage time effectively
• Good interpersonal skills and a customer-focused attitude
• Proficiency with chat and email platforms and CRM software
• Strong problem-solving skills and attention to detail
• Secure, distraction-free home working environment
• Fast internet speed at home
• Typing speed of at least 35 wpm with 90% accuracy
• Willingness to work shifting schedules, including holidays and weekends
• Able to start immediately
• Must be open to working on-site in Mandaluyong or Ortigas if required

Core Competencies

Demonstrates strong customer service skills with a focus on effective communication, problem-solving, and maintaining customer satisfaction. Proficient in using CRM software and managing inquiries efficiently in a fast-paced environment.

Highest-signal resume keywords

• Customer Service Experience
• Verbal And Written Communication Skills
• Problem-Solving Skills
• CRM Software Proficiency
• Typing Speed Of At Least 35 WPM

ATS Optimization Keywords

Hard Skills

• Customer Issue Resolution
• Documentation Of Interactions
• Multitasking
• Attention To Detail
• Product Knowledge
• Response Time Management
• Resolution Time Management
• Customer Satisfaction Scores
• Follow-Up Procedures
• Grammar And Spelling Proficiency

Soft Skills

• Interpersonal Skills
• Customer-Focused Attitude
• Time Management

Industry Keywords

• BPO
• Call Center Environment
• Home Working Environment

Tools & Technologies

• Chat Platforms
• Email Platforms
• CRM Software