Job Description
We are looking for dynamic, goal-oriented, and customer-centric individuals to join our team in Pasay. In this role, you will be the primary point of contact for our international e-commerce customers, helping them with order inquiries, product details, and logistics tracking.
If you are a problem-solver who thrives in a fast-paced environment and enjoys helping people, we want you on our team!
Job Overview
- Role: Customer Service Representative (CSR)
- Setup: 100% Onsite (Pasay City)
- Schedule: Fixed Night Shift / Graveyard Shift
- Work Type: 6 months contract with high chance of extension based on overall performance
Responsibilities
- Handle inbound customer inquiries regarding product specifications, stock availability, and usage instructions across various digital channels (voice, chat, or email).
- Manage and track shipments, coordinate with logistics partners to provide real-time updates on delivery timelines, and resolve transit delays.
- Process account transactions, including handling returns, managing refund requests, and filing missing item claims.
- Resolve product and order complaints efficiently, utilizing active listening and conflict de-escalation skills to ensure customer satisfaction.
- Document all customer interactions accurately in our internal database or CRM platform to maintain clean account histories.
- Collaborate with cross-functional teams (such as warehousing, inventory, and quality assurance) to escalate and resolve complex order disputes.
Requirements
- Education: At least a High School Graduate, Senior High School Graduate, or Vocational Diploma holder (College level/Graduates are highly welcome).
- Experience: At least 3 years of prior experience in a call center or BPO environment (Customer Service, Retail, Technical Support, or E-commerce) is required.
- Language Proficiency: Excellent verbal and written English communication skills.
- Technical Skills: Basic computer literacy, quick typing speed, and comfort navigating multiple browser tabs and CRM software simultaneously.
- Availability: Willing to work 100% onsite in Pasay City and fully committed to a permanent night shift schedule.
- Traits: Strong attention to detail, highly organized, and capable of handling stressful situations with empathy and patience.
