Customer Service Specialist (Night Shift)

GSM - Green SM; Pasay; On-site; PHP 290,000 - 424,000; Full time

Job summary

GreenGSM Philippines is seeking a Customer Service - Voice Specialist to handle voice tickets and deliver 5-star service across multiple channels. The role requires strong English communication, at least 2 years in CS, and willingness to work on-site with a night shift.

You will assist customers and drivers, investigate issues, and escalate when needed. The position emphasizes clear documentation, proactive problem-solving, and customer satisfaction, contributing to brand growth in a fast-paced

Qualifications

• Minimum 2 years in customer service, call center, or BPO experience.
• On-site 100% work setup with night shift.
• Excellent English verbal and written communication.
• Experience in transportation, logistics, or related fields preferred.

Responsibilities

• Receive information through Voice channels: Social Media, Email, Text Messages.
• Provide consulting, answers, and solutions to customer inquiries or complaints.
• Escalate issues requiring department assistance.
• Follow up on resolutions and update users on progress.
• Record feedback and propose timely, effective solutions.

Skills

Verbal communication

Written communication

English proficiency

Education

Senior High School or higher

Tools

Microsoft Office

Google Suite

Job description

GreenGSM Philippines is looking for Customer Service - Voice Specialists who are highly motivated individuals who can perform well in a fast paced environment. This role is primarily responsible in handling voice tickets received from users via different platforms.

Providing 5 star customer service in all customer interaction is key to continuously grow our brand. Our Voice Specialist will play a key role in this goal as we are tasked to:

• Be the frontliner to receive all user concerns
• Gather user information and facilitate initial investigation to understand the issue
• Resolve user concern that are within CS scope of support
• Escalate user concern that needs assistance from relevant department
• Follow up resolution and update user of any progress regarding their concern

Key Responsibilities:

• Receive customer information through various Voice channels: Social Media, Email, Text Message
• Support and handle any arising issues for customers and drivers during the service process
• Provide consulting, answers, and solutions to customer and driver inquiries or complaints related to XanhSM products and services
• Conduct surveys to gather feedback, and assess customer satisfaction regarding product quality, services, and after-sales programs
• Implement sales and customer service programs according to plan (promotions, loyalty programs, etc.)
• Record and report customer feedback, proposing timely and effective solutions

Qualifications:

• Communication Skills: Excellent verbal and written communication skills using English Language
• Work Experience : At least 2 years of experience with customer service industry is required with following background: Experience in call center / BPO industry handling customer concerns or with background related to transportation service, logistics or any related fields
• Educational Background: Must be Senior High School Graduate or higher educational attainment
• Work Set Up: Amenable to 100% work on site and shifting schedule (night shift). Amenable to working during weekend and holidays.
• Other Skills Required: a) Ability to multitask, prioritize and properly document case details; b) Ability to use office tools such as (Microsoft Office, Google Suite, etc.); c) Critical thinking in resolving user issues and has the ability to adapt to fast paced environment