ustomer Support Representatives | Virtual Hiring | Onsite Position | MOA

DIMO ENTERPRISES & OVERSEAS PLACEMENT AGENCY; Parañaque; On-site; PHP 290,000 - 424,000; Full time

Job summary

DIMO Enterprises & Overseas Placement Agency is seeking dedicated Customer Support Representatives to join our Paranaque City, Metro Manila team. This on-site, full-time position involves serving clients across channels and maintaining high customer satisfaction.

You will handle inquiries, resolve issues, document interactions, and collaborate with departments to meet KPIs while contributing to a positive customer experience in a dynamic environment.

Qualifications

• Excellent verbal and written communication skills.
• Strong listening and empathy for customer needs.
• Patient and professional demeanor under pressure.
• Problem-solving and proactive issue resolution.
• High level of accuracy handling customer data and transactions.
• Proficiency with computer systems and customer service software.

Responsibilities

• Answer customer inquiries via phone, email, chat, and other channels.
• Assist customers with product and service questions with accurate information.
• Resolve complaints promptly and escalate complex issues when needed.
• Document all interactions in systems and maintain records.
• Follow protocols to ensure consistent service delivery.
• Identify customer needs and propose solutions or services.
• Process orders, returns, refunds, and other transactions.
• Provide feedback to management for continuous improvement.
• Meet or exceed KPIs like handle time and CSAT.
• Collaborate with team and other departments to resolve issues.

Skills

Communication skills

Empathy

Multitasking

Team player

Attention to detail

Problem solving

Customer service experience

Education

High school diploma

Tools

CRM software

Job description

About the role

We are seeking dedicated Customer Support Representatives to join DIMO Enterprises & Overseas Placement Agency in Paranaque City, Metro Manila. This is a full-time, on-site position where you will be the voice of our company, providing exceptional customer service and support to clients across various channels. As a Customer Support Representative, you will play a crucial role in maintaining customer satisfaction, resolving issues efficiently, and building lasting relationships with our clients. Your contributions will directly impact customer retention and the overall reputation of our organisation.

Key responsibilities

• Answer incoming customer inquiries via phone, email, chat and other communication channels in a professional and timely manner

• Assist customers with product and service-related questions, providing accurate information and guidance

• Resolve customer complaints and concerns promptly, escalating complex issues to appropriate departments when necessary

• Document all customer interactions accurately in our systems and maintain detailed records of communications

• Follow established protocols and procedures to ensure consistency in service delivery

• Identify customer needs and recommend appropriate solutions or services

• Process orders, returns, refunds and other transactions as requested by customers

• Provide customer feedback to management to support continuous improvement initiatives

• Meet or exceed key performance indicators, including call handle time, customer satisfaction scores and first-call resolution rates

• Collaborate with team members and other departments to resolve customer issues effectively

What we're looking for

• Excellent verbal and written communication skills with the ability to explain complex information clearly

• Strong listening and empathy skills, with the ability to understand customer needs and concerns

• Patient, professional demeanour with the ability to remain calm under pressure

• Problem-solving ability and a proactive approach to addressing customer issues

• High level of accuracy and attention to detail when handling customer information and transactions

• Proficiency with computer systems, databases and customer service software platforms

• Ability to multitask and manage multiple customer interactions simultaneously

• Team player mentality with a willingness to support colleagues and contribute to team goals

• Flexibility to adapt to changing priorities and work schedules as required

• Previous customer service, call centre or related experience is preferred

• High school diploma or equivalent qualification is required

What we offer

DIMO Enterprises & Overseas Placement Agency is committed to creating a supportive and rewarding workplace for our employees. We provide competitive remuneration packages, opportunities for career progression and professional development. We foster a collaborative work environment where your contributions are valued and recognised. As part of our team, you will benefit from comprehensive on-the-job training, ongoing support from experienced supervisors, and access to internal advancement opportunities. We believe in recognising outstanding performance and providing our staff with the tools and resources they need to succeed.

About us

DIMO Enterprises & Overseas Placement Agency is a leading organisation in customer service and overseas placement solutions. We are committed to delivering exceptional service quality and maintaining high standards of professionalism across all our operations. Our mission is to connect talented individuals with rewarding career opportunities while providing businesses with reliable, skilled support. We pride ourselves on our dedication to employee development, customer satisfaction and building long-term partnerships with clients across diverse industries.