URGENT! - Customer Service Agent

TEMU; Eastern Manila District; Remote; PHP 279,000 - 446,000; Full time

Job summary

TEMU is seeking a responsive customer support specialist to handle email and live chat inquiries from customers in a fast-paced environment. You will provide accurate information, resolve concerns efficiently, and help maintain high levels of customer satisfaction while adhering to company procedures and SLAs.

Key responsibilities include documenting interactions, solving issues, and escalating complex cases when needed, with a focus on meeting quality and productivity targets.

Qualifications

• Strong written and verbal communication skills.
• Customer-focused approach with a professional handling of complaints.
• Strong problem-solving and decision-making skills.
• Accurate documentation and attention to detail.
• Ability to manage multiple customer interactions and prioritize tasks.
• Willingness to follow established procedures and meet SLAs.
• Basic computer skills and ability to learn CS systems.

Responsibilities

• Handle customer inquiries and concerns through email and live chat.
• Provide accurate information on products, services, accounts and policies.
• Resolve complaints professionally and efficiently.
• Provide timely solutions to maintain customer satisfaction.
• Document interactions, concerns and resolutions in the system.
• Follow procedures, policies and SLAs.
• Escalate complex issues to the appropriate department.
• Conduct follow-ups to ensure concerns are addressed.
• Meet individual and team quality, productivity, and CS metrics.

Skills

Strong communication

Customer focus

Problem solving

Documentation

Multitasking

Procedural compliance

Basic computer skills

Job description

About the role

Deliver professional and responsive customer support through email and live chat. You will provide accurate information, resolve concerns efficiently, and help maintain high levels of customer satisfaction while following company procedures and service-level agreements.

Key responsibilities

• Handle customer inquiries and concerns through email and live chat.
• Provide accurate information regarding products, services, account details, and company policies.
• Resolve customer complaints and issues professionally and efficiently.
• Provide timely and effective solutions to maintain customer satisfaction.
• Document customer interactions, concerns, and resolutions accurately in the system.
• Follow established procedures, policies, and service-level agreements.
• Escalate complex issues to the appropriate department when necessary.
• Conduct follow-ups to ensure customer concerns are properly addressed.
• Meet individual and team performance targets, including quality, productivity, and customer satisfaction metrics.

What we're looking for

• Strong written and verbal communication skills.
• Customer-focused approach with the ability to remain professional when handling complaints and challenging situations.
• Strong problem-solving and decision-making skills.
• Accurate documentation and attention to detail.
• Ability to manage multiple customer interactions and prioritise tasks effectively.
• Willingness to follow established procedures and meet service-level agreements and performance targets.
• Basic computer skills and the ability to learn customer service systems and tools.