Customer Service Representative (Cebu)

Customer Service Representative (CSR)

A Customer Service Representative supports customers by providing helpful information, answering questions, and resolving product or service issues.

A CSR should possess qualities that help him be effective at his job – problem solving, relationship building, good communication skills, and empathy.

Job Responsibilities :

·        Coordinate the processing and delivery of all customer orders. Ensure that customers have acknowledged the complete delivery of all their orders.

·        Respond to and provide information to customer inquiries

·        Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

·        Communicate with clients via phone call, email, face-to-face, and other channels to provide step-by-step solutions in resolving product or service issues

·        Troubleshoot product components (hardware, software) to identify and resolve issues reported by customers

·        Conduct research to obtain information useful in addressing customer issues

·        Collaborate with other members/groups in the company to resolve customer issues

·        Escalate and coordinate the resolution of issues with suppliers or partners

·        Pro-actively monitor the GPS service and resolve any immediate issues

·        Identify upselling opportunities to facilitate sales of company products/services

·        Participate in the development of training documents, manuals, procedures, and solution articles

·        Record all customer inquiries and issues including the actions and resolutions taken to address the problem.

·        Ensure compliance to internal reporting requirements

Qualifications:

·        Candidate must have a Bachelor’s Degree

·        At least with 1 year of work experience in any or a combination of the following - customer service, call center support, sales, account management, IT support

·        Good English communication skills