Customer Service Specialist

DigiPlus Interactive Corp.; Parañaque; On-site; PHP 201,000 - 312,000; Full time

Job summary

DigiPlus Interactive Corp. in Metro Manila is seeking a Customer Service Specialist to provide product information, answer questions, and resolve issues promptly via phone, chat, and email.

The role requires clear communication in English and Tagalog and the ability to work on a shifting schedule onsite. You will maintain confidential records of interactions, escalate problems when needed, and contribute to service improvements through customer feedback.

Qualifications

• Minimum of one year experience as Voice and/or Chat Customer Service Specialist.
• Six months BPO experience preferred.
• Fresh graduates are welcome to apply.
• Willingness to work on shifting schedules, holidays and weekends.
• Able to work onsite in daily office setting.

Responsibilities

• Providing product/services information, answering questions, and resolving any emerging problems with accuracy and efficiency.
• Promptly responding to customer queries via Phone, Live Chat and/or Email.
• Keeping records of customer interactions, transactions, comments and complaints with utmost confidentiality.
• Liaising with colleagues or managers to find the best solutions to customers’ issues.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement.
• Obtaining and sharing customer feedback with colleagues and other departments for products and services improvement.
• Familiarization with new products and services as they are introduced and supporting new customer service agents.
• Improving and optimizing customer value through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the ‘Sales through Service’ mentality.
• Performing any other duties as assigned and required.

Skills

Customer service

Bilingual English/Tagalog

Typing speed 40 wpm

Problem solving

Team collaboration

Job description

Main Duties and Responsibilities:

• Providing product/services information, answering questions, and resolving any emerging problems with accuracy and efficiency
• Promptly responding to customer queries via Phone call, Live Chat and/or Email. Occassionally, via outbound if needed
• Keeping records of customer interactions, transactions, comments and complaints with utmost confidentiality
• Liaising with colleagues or managers to find the best solutions to customers’ issues
• Identifying common problems and escalating them to management, along with possible suggestions for improvement
• Obtaining and sharing customer feedback with colleagues and other departments for products and services improvement
• Familiarization with new products and services as they are introduced and supporting new customer service agents
• Improving and optimizing customer value through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the ‘Sales through Service’ mentality
• Performing any other duties as assigned and required

Qualifications:

• Preferably, with at least one (1) year experience as Voice and/or Chat Customer Service Specialist
• Minimum of six (6) months BPO (Preferred Local/Gaming) experience is an advantage
• Fresh graduates are welcome and encouraged to apply
• 40 wpm (online typing speed test)
• Can naturally converse verbally using English and Tagalog language
• Willing and able to work on shifting schedule, Holidays and Weekend
• Able to work in an onsite/in-office setting daily