Customer Service Representative (Sales-force)

Customer Service Representative (Night Shift | Onsite | Ortigas)

Holiday Arrangement: Client-based (Country Holiday)

About the Role

We are seeking a highly motivated Customer Service Representative (CSR) to join our Operations team in Ortigas. In this role, you will be responsible for managing customer and consumer inquiries, delivering exceptional service, and ensuring efficient resolution of concerns across multiple communication channels.

As the first point of contact, you will handle inbound and outbound calls, emails, chats, and social media inquiries in a professional and timely manner. This role requires the ability to work well under pressure, manage multiple tasks, and uphold high standards of customer satisfaction.

• Handle inbound calls while maintaining service level targets
• Make outbound follow-up calls as needed
• Communicate with consumers and dealers via phone, email, chat, and social media
• Manage and respond to Salesforce cases in line with company policies
• Provide accurate information on order status, product inquiries, and company services
• Process orders and returns in compliance with internal procedures
• Collaborate with various departments to resolve customer concerns
• Address and resolve customer complaints with professionalism
• Maintain a positive and empathetic attitude in all interactions
• Meet and exceed individual and departmental KPIs:
• Calls Answered: 95.01% or higher
• Availability: 89% or higher
• Case Resolution: 2.01 days or less

• Minimum of 3 years’ customer service experience in a call center or BPO setup
• High school diploma or equivalent
• Strong verbal and written communication skills
• Excellent listening skills and the ability to articulate thoughts clearly
• Ability to stay calm and professional when handling difficult customers
• Solid problem-solving and multi-tasking abilities
• Proficient in computer use and typing
• Professional phone manner and work demeanor
• Experience with Salesforce, Microsoft Dynamics Great Plains, and SalesPad is a strong advantage
• Must have no attendance issues with previous employers
• Fast learner with the ability to adapt to change and continuous improvement