Voice CSR Specialist: First & Final Support

Xerosoft INC; Taytay; On-site; PHP 246,000 - 335,000; Full time

Benefits offered by this job

Comprehensive training programme

Career development

Mentors and supervision

Competitive remuneration

Performance feedback

Positive workplace culture

Job summary

Xerosoft INC in Taytay Rizal is seeking a CSR voice (Initial and Final only) to join our customer service team. This full-time role handles initial inquiries and final resolution calls, delivering courteous support and accurate information to customers over the phone.

You will document interactions in our CRM, follow scripts, and strive to meet quality and satisfaction targets. The ideal candidate has good verbal communication, empathy, patience, and experience in call-centre environments.

Qualifications

• Excellent verbal communication with a clear, professional speaking voice.
• Strong listening and comprehension abilities to understand customer needs accurately.
• Calm and professional demeanor when handling difficult customers.
• Proficiency with computer systems and CRM software.
• Experience in a call centre or voice-based support environment.

Responsibilities

• Handle initial customer inquiries via telephone and gather necessary information.
• Provide accurate information about Xerosoft INC products and services.
• Document customer interactions in the system with clear notes.
• Resolve issues professionally during initial contact when possible.
• Escalate complex issues to appropriate departments or senior staff as needed.
• Conduct final resolution calls to confirm issue resolution and customer satisfaction.
• Follow company scripts while maintaining a natural, friendly communication style.
• Maintain professional conduct and positive tone throughout interactions.
• Meet metrics for call handling time, quality, and customer satisfaction.
• Provide feedback to management on recurring issues and service improvements.

Skills

Verbal communication

CRM software

Customer service experience

Empathy

Problem solving

Multitasking

Tools

CRM software

Job description

Xerosoft INC in Taytay Rizal is seeking a CSR voice (Initial and Final only) to join our customer service team. This full-time role handles initial inquiries and final resolution calls, delivering courteous support and accurate information to customers over the phone.

You will document interactions in our CRM, follow scripts, and strive to meet quality and satisfaction targets. The ideal candidate has good verbal communication, empathy, patience, and experience in call-centre environments.