Customer Support Representative

Canon Business Process Services Philippines Inc.; Metro Manila; On-site; PHP 201,000 - 312,000; Full time

Job summary

Canon Business Process Services Philippines Inc. in Ortigas, Pasig City, Metro Manila, seeks a Customer Service Representative to handle high volumes of customer requests, process orders, and ensure responsive service.

The role emphasizes empathy, clear communication, and accurate information delivery to support client satisfaction. The successful candidate will manage quotes, returns, and inquiries, while maintaining records and adhering to procedures.

Qualifications

• 1+ year in customer service or call center environment.
• Strong communication and active listening with empathy.
• Proven problem solving and critical thinking for inquiries.
• Fluent in written and spoken English.
• Familiarity with CRM software and IT systems.

Responsibilities

• Handle a large number of incoming requests; identify customer needs and build trust.
• Provide accurate information using appropriate tools.
• Document complaints and offer solutions within time limits; follow up.
• Maintain records of interactions and process orders.
• Follow procedures, guidelines, and policies.
• Place parts and supply orders, provide quotes, RMA, debits/credits, enrollments, and basic troubleshooting.
• Deliver exceptional service with customer priority in mind.
• Maintain product knowledge to assist inquiries.
• Process orders, send quotes via email, and route inquiries to the correct team.
• Initiate and process returns for supplies; manage inquiries from department mailbox.
• Follow up with clients by phone for administrative purposes (track orders, returns).
• Provide administrative support to management; assist with special projects.

Skills

Communication

Active listening

Empathy

Problem solving

English proficiency

Customer rapport

Multitasking

Tools

CRM software

IT systems

Job description

About the role

Looking for an exciting opportunity as a Customer Service Representative. This full-time position based in Ortigas, Pasig City, Metro Manila, offers the chance to play a key role in delivering exceptional customer service to our valued clients. Responsible for ensuring all ACD calls are answered, and orders are entered into the company’s system in a timely manner; providing the best possible customer service to our customers.

What you'll be doing

• Responsible for receiving and responding to a large number of incoming requests; identify and assesses customers' needs to achieve satisfaction; builds sustainable relationships and trust with customer accounts through open and interactive communication.

• Provides accurate, valid and complete information by using the right methods/tools.

• Documents customer complaints and provides appropriate solutions and alternatives within the time limits; follows up to ensure resolution.

• Keep records of customer interactions, processes customer accounts and files documents.

• Follows communication procedures, guidelines and policies.

• Places parts and supply orders, provides price quotes, RMA's, debits, credits, Web Store enrollments, and performs basic trouble shooting.

• Provide exceptional customer service by ensuring that the customer always takes priority

• Maintain general product knowledge to support customer inquiries

• Placing an order

  • Sending a quote via email

  • Redirecting a customer to the correct team, various questions: i.e....how I recycle cartridges.

  • Initiate and process returns for supplies

  • Manage and process inquiries and/or order from department mailbox

• Follow up with clients via telephone for administrative purposes (track orders, process returns, etc.)

• Provide administrative assistance to management team members; special projects and other duties as assigned.

What we're looking for

• At least 1 year of experience in a customer service or call center environment.

• Strong communication and active listening skills, with the ability to empathize and build rapport with customers

• Excellent problem-solving and critical thinking abilities to effectively handle a variety of customer inquiries

• Proficiency in English, both written and verbal.

• Familiarity with customer relationship management (CRM) software and other relevant IT systems.

• A passion for delivering exceptional customer service and a commitment to exceeding client expectations.

• Requires strong phone contact skills and active listening.

• Good customer orientation and ability to adapt/respond to different types of characters.

• Excellent communication skills.

• Ability to multi-task, prioritize, and manage tasks effectively.

• Can work in a night shift schedule, and onsite