Customer Support Advisor | Midshift | WFO - Entec

Cloudstaff Philippines Inc.; Angeles; On-site; PHP 335,000 - 446,000; Full time

Benefits offered by this job

Health & life insurance

Mid-year parties

Career advancement

Office ATM

Company equipment & internet

Free coffee

Meals

Beer Fridays

VIP lounge & game rooms

Child-friendly spaces

Social clubs

Job summary

Cloudstaff Philippines Inc. is seeking a dedicated Customer Service Representative in Angeles, Philippines to deliver exceptional support across channels.

You will handle inquiries, process orders, and maintain accurate records using CRM and ERP systems, while upholding service standards. You will collaborate with cross-functional teams, meet KPIs, and continuously expand product knowledge to provide informed assistance, contributing to a positive customer journey and ongoing service

Qualifications

• Excellent communication skills.
• Composure under pressure.
• Strong attention to data accuracy.
• Interpersonal and collaborative abilities.
• Problem-solving and critical thinking.

Responsibilities

• Deliver high standard of customer service across all channels.
• Handle inquiries, complaints, and requests via calls and emails through the CRM, resolving issues at first contact when possible.
• Process customer orders, returns, and maintain ERP records with data integrity.
• Proactively report compliance and operational issues to maintain service standards.
• Achieve KPIs for FRT and NPS with high-quality service.
• Collaborate with colleagues and cross-functional teams for seamless service delivery.
• Manage workload to meet deadlines and SLAs.
• Continue developing product and service knowledge for informed support.
• Identify opportunities to improve processes and customer journeys.

Skills

Excellent communication skills

Composure under pressure

Team contribution and collaboration

Attention to detail and data accuracy

Interpersonal skills

Problem-solving ability

Time management

Job description

Job Description

Key Responsibilities

• Deliver a consistently high standard of customer service across all channels, ensuring every interaction reflects professionalism and care.
• Handle customer enquiries, complaints, and requests via inbound and outbound calls and emails through the CRM, taking ownership to resolve issues efficiently at first contact whenever possible.
• Accurately process customer orders, returns, and maintain records through our ERP, ensuring data integrity across all systems.
• Proactively identify and report compliance and operational issues to maintain service standards.
• Consistently achieve KPIs for FRT, and NPS, ensuring high-quality and efficient customer service.”
• Collaborate effectively with colleagues and cross-functional teams to ensure seamless service delivery.
• Manage workload effectively, prioritising tasks to meet deadlines and service level agreements.
• Continuously develop product and service knowledge to provide accurate and informed support.
• Identify opportunities to improve processes, customer journeys, and service outcomes.

Key Skills

• Excellent communication skills
• Composure under pressure
• Team contribution and collaboration
• Strong attention to detail and data accuracy
• Interpersonal skills
• Problem-solving ability
• Time management skills

Perks and Benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

Award-winning Culture : We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition

Invest in You : We support your development through comprehensive training programs, mentoring and opportunities for career advancement

Thrive as an Individual : We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.