Customer Service Representative (Voice)

Private Advertiser; Taguig; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Private Advertiser is seeking a Customer Service Representative to deliver an exceptional customer experience across multi-channel inquiries in automotive parts. You will help identify correct components and drive revenue with total repair solutions.

The role requires strong English communication, 2+ years in sales or call center environments, and the ability to work in a dynamic BPO setting with strict data security standards such as PCI DSS.

Qualifications

• At least 2 years of working experience in sales or customer service, with previous call center experience.
• Open to High School graduates (with call center experience) or candidates with at least 2 years of College/Vocational coursework.
• Strong English verbal and written communication, active listening skills, internet navigation, and effective multitasking.
• Self-motivated, flexible, highly organized, and able to maintain professionalism under pressure.
• Basic knowledge of automotive parts or vehicle systems is a strong advantage.

Responsibilities

• Sales & Revenue Generation: Answer inbound customer calls, analyze customer needs, address product questions, and convert inquiries into completed sales.
• Upselling & Solution Selling: Recommend complementary parts, accessories, and complete repair kits to provide full solutions for customer vehicles.
• Customer Care & Sales Recovery: Manage general service inquiries, issue quote numbers for unconverted leads, attempt sales recovery, and escalation complex cases to specialized teams.
• Order Accuracy & Catalog Navigation: Match vehicle specifications to correct replacement parts, verify real‑time stock availability, and communicate realistic delivery timelines before closing transactions.
• Compliance & Quality Assurance: Adhere strictly to sales procedures, QA standards, and PCI DSS compliance guidelines to ensure secure data and payment processing.
• Performance & Documentation: Track order data, log call dynamics, consistently meet or exceed department KPIs, and participate in ongoing training and coaching sessions.

Skills

English communication

Active listening

Multitasking

Internet navigation

Education

High School or college coursework

Job description

POSITION OVERVIEW

As an Customer Service Representative, you will serve as the primary point of contact delivering an exceptional customer experience. You will handle multi-channel inquiries, assist customers in identifying the correct automotive components, and drive revenue by providing total vehicle repair solutions.

KEY RESPONSIBILITIES

• Sales & Revenue Generation: Answer inbound customer calls, analyze customer needs, address product questions, and convert inquiries into completed sales.
• Upselling & Solution Selling: Recommend complementary parts, accessories, and complete repair kits to provide full solutions for customer vehicles.
• Customer Care & Sales Recovery: Manage general service inquiries, issue quote numbers for unconverted leads, attempt sales recovery, and escalation complex cases to specialized teams.
• Order Accuracy & Catalog Navigation: Match vehicle specifications to correct replacement parts, verify real‑time stock availability, and communicate realistic delivery timelines before closing transactions.
• Compliance & Quality Assurance: Adhere strictly to sales procedures, QA standards, and PCI DSS compliance guidelines to ensure secure data and payment processing.
• Performance & Documentation: Track order data, log call dynamics, consistently meet or exceed department KPIs, and participate in ongoing training and coaching sessions.

QUALIFICATIONS & REQUIREMENTS

• Experience: At least 2 years of working experience in sales or customer service, with previous call center experience.
• Education: Open to High School graduates (with call center experience) or candidates with at least 2 years of College/Vocational coursework.
• Skills: Strong English verbal and written communication, active listening skills, internet navigation, and effective multitasking.
• Attributes: Self‑motivated, flexible, highly organized, and able to maintain professionalism under pressure.
• Preferred: Basic knowledge of automotive parts or vehicle systems is a strong advantage.

HIRING TEAM FOCUS & KEY COMPETENCIES

• Sales Execution: Needs a strong capability to close inbound sales, clear product objections, issue accurate quotes, and drive average order value through upselling and cross‑selling.
• Automotive Aptitude: Mechanics background not required, but candidate must demonstrate the ability to quickly learn auto part catalogs, verify vehicle fits, and set accurate delivery expectations.
• Customer Experience: High level of empathy and professionalism, turning dissatisfied customers into loyal brand promoters during service recovery interactions.
• Operational Readiness: Fully prepared for dynamic BPO settings—comfortable with shift schedules, overtime demands, QA call monitoring, performance metrics, and strict PCI DSS security guidelines.