Customer Service Representative (Voice/Non - Voice Account)

TORCH Solutions; Davao City; On-site; PHP 279,000 - 446,000; Full time

Job summary

TORCH Solutions in Davao City, Philippines is seeking a Customer Service Representative to join our team in a full-time capacity. You will provide exceptional support across voice and non-voice channels, ensuring customer satisfaction and loyalty.

Responsibilities include addressing inquiries via phone, email, chat, and other channels, listening attentively, and resolving issues with empathy. You will document interactions, escalate complex cases, and contribute to process improvements.

Qualifications

• Excellent communication and customer service skills.
• Strong problem-solving and critical thinking abilities.
• Proficiency across voice and non-voice channels (phone, email, chat).
• Ability to thrive in a fast-paced, team-oriented environment.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels.
• Listen to customer needs, show empathy, and resolve issues promptly.
• Document interactions and maintain detailed records.
• Collaborate with cross-functional teams to escalate complex issues.

Skills

Excellent communication

Customer service

Problem-solving

Team-oriented

Tools

Phone

Email

Chat

Job description

We are seeking a talented and empathetic Customer Service Representative to join our dynamic team in Davao City, Davao del Sur. In this full-time position, you will be responsible for providing exceptional customer support through voice and non-voice communication channels, ensuring our clients' satisfaction and loyalty.

What you'll be doing

• Respond to incoming customer inquiries and concerns via phone, email, chat, and other communication channels
• Actively listen to customer needs, demonstrate empathy, and provide timely and effective resolutions
• Accurately document customer interactions and maintain detailed records
• Collaborate with cross-functional teams to escalated complex issues and ensure seamless customer experiences
• Provide feedback and suggestions for improving customer service processes and procedures
• Participate in regular training to stay up-to-date with product knowledge and best practices

What we're looking for

• Excellent communication and customer service skills, with the ability to adapt your style to different customer needs
• Strong problem-solving and critical thinking skills to quickly identify and resolve customer issues
• Proficiency in both voice and non-voice communication channels, including phone, email, and chat
• Proven track record of delivering exceptional customer experiences and maintaining high customer satisfaction
• Ability to work effectively in a fast-paced, team-oriented environment