Offer summary

Qualifications:

At least 1 year of experience as a Customer Service Representative., Excellent verbal and written communication skills in English., High School Diploma or higher education preferred, with e-commerce experience as an advantage., Ability to manage multiple communication channels efficiently..

Key responsibilities:

Respond to customer inquiries via chat, email, SMS, social media, and calls.

Maintain and update customer records in CRM and Google Sheets.

Meet KPIs such as response and turnaround times.

Suggest improvements to enhance customer care.

Job description

As a Customer Service Representative, you will maintain and update an accurate log of activity in the CRM system, and Google Sheets, direct customers to online resources, and answer customer inquiries via chat, email, Product Review, SMS, social media, and calls. You will also update customer records in the system, including notes about interactions, and pitch ideas for improving customer care.

Company Profile:

Our client is a leading distributor of consumer electronics and home appliances segment across Australia and New Zealand. Operating from 2 main divisions: B2C and B2B channels, they partner with global brands to introduce products to market across leading retailers.

As part of their continued growth, they are expanding their team in the Philippines and are looking for a passionate, skilled, self-driven, and collaborative Customer Service Representative to join their dynamic team.

This is an excellent opportunity for someone looking to grow their career and enhance their skills within a diverse and supportive environment.

Duties and Responsibilities:

Maintain and update an accurate log of activity in the CRM system, and Google Sheets
Direct customers to online resources
Answer customer inquiries via chat, email, Product Review, SMS, social media, and calls
Meeting your Key Performance Indicators (KPIs)
Chat Response Time: 30 Seconds
Email Turnaround Time: 24-48 hours
Update customer records in the system, including notes about interactions
Pitch ideas for improving customer care
Make recommendations to management to improve customer experience
Consistent desire to learn new skills
Maintains professional and technical knowledge
Working within the system
Perform other duties as assigned

Requirements

At least 1 year of experience as a Customer Service Representative
Prior experience in customer service or support roles, especially in handling multiple communication channels
Excellent verbal and written communication skills in English
Ability to respond to customer inquiries quickly, accurately, and with attention to detail
Efficient in managing several conversations across different platforms simultaneously
Comfortable working in a fast-paced, dynamic environment

Advantageous skills or nice-to-haves: