Customer Support Specialist - Multichannel CSR

Enshored Inc.; Metro Manila; On-site; PHP 357,000 - 502,000; Full time

Job summary

Enshored, Inc. is seeking a Customer Service Representative to be the first point of contact for customers. You will assist with inquiries, resolve concerns, and deliver excellent customer experience across phone, email, and chat channels.

You will respond professionally, identify customer needs, document interactions, and escalate complex issues when necessary, while maintaining up-to-date product knowledge. A shifting schedule, including nights and weekends, may be required.

Qualifications

• At least 1 year of CSR and back office experience.
• Excellent English communication skills, both verbal and written.
• Strong problem-solving and customer handling skills.
• Ability to multitask and navigate multiple systems efficiently.
• Willingness to work in a shifting schedule, including nights, weekends, and holidays if required.
• Basic computer proficiency and familiarity with customer service tools.

Responsibilities

• Provide customer support through phone, email, or chat channels.
• Respond to customer inquiries in a timely, professional, and courteous manner.
• Identify customer needs, clarify information, and provide appropriate solutions.
• Document customer interactions and update relevant information in the system.
• Follow standard operating procedures and meet service quality standards.
• Escalate complex issues to the appropriate teams when necessary.
• Maintain product and process knowledge to ensure accurate support.

Skills

Customer service

English communication

Problem solving

Multitasking

Tools

CRM software

Job description

Enshored, Inc. is seeking a Customer Service Representative to be the first point of contact for customers. You will assist with inquiries, resolve concerns, and deliver excellent customer experience across phone, email, and chat channels.

You will respond professionally, identify customer needs, document interactions, and escalate complex issues when necessary, while maintaining up-to-date product knowledge. A shifting schedule, including nights and weekends, may be required.