The Customer Service Representative, or CSR, will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
DUTIES AND RESPONSIBILITIES
• Manage large amounts of incoming queries through email, live chat, and/or social media platforms
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools – during pre-sale until post-sale periods
• Meet personal/customer service team’s response targets
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
KEY REQUIREMENTS
• Proven 3-5 years customer support experience or experience as a Client Service Representative
• Amenable to work on a Mid-Shift schedule in PH
• Good oral and written communication skills in English
• Work experience with the Gorgias platform is great to have
• Work or life experience with using prams or strollers is highly advantageous
• Knowledge of Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint
• Familiarity with other CRM systems and practices
• Ability to learn new systems and tools as needed
• Works within the Client’s quality guidelines
• Ensures quality of work being delivered without being supervised
• Ensures all deliverables are fulfilled promptly with the ability to multi-task, prioritize, and manage time effectively
