Role & Responsibilities
- Handle inbound and outbound customer interactions across voice and non-voice channels (phone, email, chat, social) to resolve order, returns, billing, and product inquiries.
- Use the knowledge base and troubleshooting guides to diagnose issues quickly; propose and document process improvements to reduce repeat contacts.
- Identify potential fraud or compliance concerns and follow escalation and reporting protocols to ensure that all issues are addressed promptly and in accordance with company policies.
Qualifications
- Fluent English communication (verbal and written); additional local language skills are a plus.
- Previous retail customer service or BPO experience supporting voice and non-voice channels is preferred.
- Willingness to work on-site in the Philippines and flexibility to work shifts, including weekends/holidays, as required by retail peak periods.
Skills: customer service,retail,customer
