FOR POOLING: Back Office Support (CSR) | HMO on Day 1

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

We are looking for a Customer Service Representative who will serve as the first point of contact for customers. The role involves assisting customers with inquiries, resolving concerns, and providing accurate information while delivering excellent customer experience.

Key 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.

Minimum Qualifications

• At least one (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.

Applicant Privacy Notice & Consent

1. How We Use Your Data

When you apply for a position with us, Enshored, Inc. (“Enshored”) collects and processes your personal data to evaluate your suitability for employment. This includes reviewing your resume, references, and any details provided during interviews. Your data may also be shared with our authorized service providers who process data on our behalf, solely in connection with this recruitment activity.

2. Retention

If your application is successful, this data will become part of your personnel file. If we do not hire you at this time, we will keep your information on file for two (2) years for record-keeping and talent pool purposes.

3. Your Rights

You have the right to access, correct, or request the deletion of your personal data at any time by contacting our Data Protection Officer at pri••••@enshored.com. To learn more about how we handle and protect your information, please read our full Applicant Privacy Notice.

Consent Statement

By submitting your application and resume through this job board, you expressly consent to the processing of your personal data for recruitment and hiring purposes as described above and in accordance with Enshored’s Applicant Privacy Notice.