Senior Frontline Support Pro - Elevate Customer Experience

Xtendops; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

XtendOps in the Philippines is seeking a Senior Frontline Support Representative to manage customer queries and complaints across multiple channels. The role processes orders, modifications, and escalations, providing timely, accurate information to clients.

You will work with a team in a fast-paced BPO environment, using CRM systems and Windows-based tools, and you will demonstrate empathy, product knowledge, and strong communication to ensure customer satisfaction.

Qualifications

• College level with a minimum of 72 units from any degree.
• At least 2 years experience in full-time process in the BPO industry.
• Preferably SME or Supervisor experience in the BPO industry.
• Product knowledge and industry experience.
• Excellent computer skills in a Microsoft Windows environment.
• Strong oral and written communication skills.
• Can articulate self well with peers, subordinates, superiors and clients.
• Can multitask and work in a fast-paced environment.
• Proven customer support experience or experience as a client service representative.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.

Responsibilities

• Answering phone calls, chats and emails, responding to customer questions and complaints, replacements and refunds.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Inform customers of deals and promotions.

Skills

Customer service

Communication skills

Multitasking

Time management

Active listening

CRM systems

Education

72 units college credits

Tools

CRM software

Job description

XtendOps in the Philippines is seeking a Senior Frontline Support Representative to manage customer queries and complaints across multiple channels. The role processes orders, modifications, and escalations, providing timely, accurate information to clients.

You will work with a team in a fast-paced BPO environment, using CRM systems and Windows-based tools, and you will demonstrate empathy, product knowledge, and strong communication to ensure customer satisfaction.