Customer Service Agents

Job Summary

Working as part of the Manila Customer Service Team, this role is responsible for ensuring all customer enquiries are responded to effectively. This particular role handles inbound customer queries and outbound customer service activities.

Job Responsibilities

• Respond to customer enquiries via web chat and other communication channels including email and telephone in a timely manner and to appropriate quality standards as required.

• Perform customer KYC checks and CI.

• Effectively take action to follow-up, investigate and resolve customer issues and complaints, taking ownership of issues to ensure completion and customer satisfaction in line with Client’s policies and procedures;

• Make contact with customers to advise of and resolve issues, and maintain regular contact with customers to keep them updated with progress to resolution;

• Promptly escalate and report issues in line with Client’s policies and procedures;

• Provide accurate information to customers in line with Client’s policies and procedures;

• Liaise with internal and external support groups via message and phone e.g. IT, Marketing, Warehouse, Finance, publishers, suppliers, freight companies etc. to resolve customer queries and complaints;

• Complete customer support administrative tasks as directed including (but not limited to) sending issue follow-up messages, eBay order support, Trade Me order support, order processing, sending order status updates and customer order administration;

• Ensure information regarding customer enquiries is appropriately documented and recorded in the relevant systems and in accordance with Client’s policies and procedures;

• Be an advocate for the customer and a positive customer experience, supporting continuous improvement activities;

• Promote and continuously apply personal and team safety, and quality awareness in the workplace.

Job Qualification

• Behaviors and Personal Attributes
• Actively contribute to the team’s effectiveness and seek to support other team members;
• Ability to operate in a high-energy and fast paced, growth business;
• Have customer empathy, a passion for helping customers, and for customer service;
• Have a passion for reading and/or books;
• Have an energetic and positive-minded approach.
• Responsive and attentive to customer and team needs;
• Manage personal health and wellbeing to achieve performance requirements, including identifying and managing personal stress;
• Personal integrity, a reliable work ethic and a passion for results;
• Safety awareness;
• A desire to learn and improve one’s abilities, knowledge and performance.

Skills and Competence

• Excellent concentration and attention to detail;
• Excellent written and verbal communication skills;
• Keyboard skills (typing of 30 wpm or more);
• Comfortable familiarity with PC systems and software and the online environment;
• Comfortable familiarity with the Smartphone computing environment;
• Customer service skills, manage customer contact interactions positively and effectively;
• The ability to diffuse difficult customer situations;
• Logically diagnose causes and identify appropriate solutions for technical/system issues;
• Manage own time effectively to achieve required results

Job Requirements

• Vocational Diploma/Short Course Certificate, Bachelor’s/College Degree
• At least 3 years’ experience in a contact customer service environment is required.
• Must be willing to work shift work and on weekends