Senior Frontline Support Representative

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 combines leading-edge cloud-based technologies with a world-class managed workforce solution. We’re a modern offshoring entity, built around amazing people and innovative digital solutions. Agile and adaptable we quickly react to ever-changing client needs. We work hand in hand with our clients to design a customized outsourcing strategy to suit their needs and optimize their success. Our focus isn’t simply on supporting the business, but to improve operations, customer experience & expand our clients’ bottom line.

About XtendOps Senior Frontline Support Representative

A Senior Frontline Support Representative needs to manage customer queries and complaints. Frontline support tasks will be asked to process orders, modifications, and elevate complaints across a number of communication channels.

A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

Key Duties

• Senior Frontline Support Representative duties and responsibilities generally include 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.

Hiring Requirements

• College level at least a minimum of 72 units from any degree

• At least 2 years experience as a 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

• Ability to multitask, prioritize, and manage time effectively