Customer Support Representative

New Media Services Pty Ltd; Baguio; On-site; PHP 279,000 - 446,000; Full time

Job summary

New Media Services Pty Ltd is seeking a Customer Support representative in the Philippines to manage inbound/outbound conversations in English across phone, email, and chat. You will qualify leads, provide product information, and support business growth through excellent service.

Responsibilities include handling inquiries, updating CRM data, and coordinating with internal teams to resolve issues and meet targets. Shift work and weekends may be required as business needs dictate.

Qualifications

• Excellent verbal and written communication in English.
• Strong customer service orientation with interpersonal and problem-solving skills.
• Comfortable handling objections and following scripts.
• Experience in customer service or related roles is an advantage.
• Experience using CRM platforms and scheduling tools is preferred.

Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat in English.
• Conduct outbound calls to prospective clients and represent products and services professionally.
• Address inquiries, resolve concerns, and ensure timely follow-up.
• Qualify leads and schedule appointments or meetings.
• Record and maintain accurate customer data in CRM and systems.
• Collaborate with internal teams to resolve complex customer concerns.

Skills

English communication

Customer service

Objection handling

CRM software

Time management

Team collaboration

High-pressure handling

Shift work

Education

No degree required

Tools

CRM platforms

Scheduling tools

Job description

If you are passionate about delivering exceptional customer service and building positive customer relationships, we invite you to join our dynamic Customer Support team. In this role, you will provide professional assistance through multiple communication channels while engaging with customers, qualifying leads, and supporting business growth through excellent service.

Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat in English.
• Conduct outbound calls to prospective clients and represent the company's products and services professionally.
• Address customer inquiries, resolve concerns, provide accurate product or service information, and ensure timely follow-up.
• Engage customers by following approved scripts while effectively handling objections and adapting to conversations.
• Qualify leads and schedule appointments or meetings with potential clients based on business requirements.
• Record, update, and maintain accurate customer information, interactions, and activity in CRM and other support systems.
• Collaborate with internal teams to resolve complex customer concerns and elevate issues when necessary.
• Maintain up-to-date knowledge of company products, services, and processes to provide accurate information and recommendations.
• Meet or exceed customer satisfaction, productivity, and appointment or service level targets.
• Cross-train and support multiple accounts or services as required.
• Adhere to company policies, quality standards, and work schedules while maintaining professionalism in all customer interactions.

Qualifications

• Excellent verbal and written communication skills in English.
• Strong customer service orientation with exceptional interpersonal and problem-solving skills.
• Comfortable handling objections and confidently communicating with customers while following established scripts.
• Previous experience in customer service, customer support, telemarketing, appointment setting, or a related role is an advantage.
• Experience using CRM platforms, customer support software, and scheduling tools is preferred.
• Strong organizational, multitasking, and time management skills.
• Ability to work independently and collaboratively in a fast-paced, target-driven environment.
• Capable of handling high-pressure situations while maintaining professionalism and quality service.
• Willing to work on shifting schedules, including weekends and holidays, as business needs require.