Customer Service Representative

Remote

Full Time

Customer Service

Entry Level

Salary: Php 20,000 - 22,000

Responsibilities:

Customer Support
- Respond to customer inquiries and resolve issues across various voice and non-voice communication channels.
- Assist customers on social media and e-commerce platforms with placing orders, tracking shipments, processing returns, and providing product recommendations.
- Proactively manage and nurture potential clients with a strong focus on upselling and driving additional sales.
- Provide professional and personalized customer service to potential clients, ensuring high levels of client satisfaction and brand loyalty.

Collaboration and Escalation
- Collaborate with departments like shipping and billing to ensure timely order fulfillment.
- Identify and escalate complex issues to senior representatives or supervisors when necessary.

Account Management and Fraud Prevention
- Maintain accurate records of customer interactions and transactions across customer service platforms
- Track, measure, and analyze customer interactions to optimize performance and improve customer experience.
- Monitor customer accounts for potential fraudulent activity and take appropriate actions to mitigate risks.

Knowledge and Performance Excellence
- Stay updated on product knowledge and industry trends to deliver exceptional customer service.
- Consistently meet or exceed customer satisfaction goals and performance metrics.
- Contribute to the enhancement of customer service processes and procedures for improved efficiency.

Organization and File Management:
- Maintain systematic storage of client files within Google Drive, ensuring proper permissions and data security.

Presentations:
- Participate in presentations and brainstorming sessions, providing support and insights in customer service.
- Assist Team Leader in preparing presentation materials and communicating ideas effectively to internal teams and clients if needed.

Requirements:

Proven experience in a customer service role, preferably in e-commerce, beauty, skin, or lifestyle industries.
Familiarity with customer service tools and platforms (e.g., Gorgias) and e-commerce platforms like Shopify is a plus.
Preferred familiarity with social media tools and digital collaboration platforms such as ClickUp and Pancake.ph
Proficiency in Google Suite products.
Minimum internet speed of 50 Mbps for smooth communication and task performance.
Strong verbal and written communication skills with a collaborative and proactive mindset.
Willing to work night shifts (US time zone), on a shifting schedule, including weekends and holidays, and adapt to potential voice/call responsibilities.
Ability to work remotely with minimal supervision.

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All roles are primarily remote, with in-person work as needed, unless otherwise stated.