Retail Account CSR | Up to ₱35K Salary Package | Blended

About the role

As a Retail Account CSR, you will serve as the primary point of contact for our retail clients, delivering exceptional customer service through a blend of inbound and outbound communication channels. This role is essential to our business operations, directly contributing to client satisfaction, retention, and the overall success of our retail partnerships.

1. Handle inbound customer inquiries from retail clients via phone, email, and chat, responding promptly and professionally to all requests and concerns
2. Manage outbound calls to retail accounts to follow up on orders, provide product updates, and proactively address potential issues
3. Maintain detailed and accurate records of all customer interactions, transactions, and account information in the company database
4. Resolve customer complaints and issues efficiently whilst maintaining a positive and professional demeanour
5. Process orders, returns, and refunds for retail clients according to company policies and procedures
6. Provide product and service information to clients, ensuring they understand terms, conditions, and available options
7. Identify opportunities to upsell or cross-sell additional products or services based on client needs
8. Collaborate with internal teams including sales, logistics, and management to ensure seamless service delivery
9. Meet and exceed performance targets including call handling time, customer satisfaction ratings, and sales metrics
10. Maintain confidentiality and adhere to all company policies and data protection regulations

1. High school diploma or equivalent; some college education or customer service certification is preferred
2. Proven experience in customer service, preferably in a call centre, retail, or account management environment
3. Excellent communication skills in English, with clear articulation and professional phone etiquette
4. Strong multitasking ability with the capacity to handle multiple customer interactions simultaneously
5. Proficiency in using computer systems, CRM software, and MS Office applications
6. Customer-centric mindset with a genuine desire to provide exceptional service and support
7. Problem-solving skills with the ability to think critically and make sound decisions under pressure