Customer Service Representative – Non Voice

Job Summary:
The Customer Service Representative in a non-voice role is a key member of the customer support team responsible for delivering excellent customer service through text-based communication channels. This position involves assisting customers, addressing inquiries, resolving issues, and providing information, all while maintaining a professional and helpful demeanor.
Key Responsibilities:
1. Chat and Messaging Support:
Engage in real-time chat conversations or respond to customer inquiries via email or messaging platforms.
Provide accurate and timely responses to customer questions and concerns.
Maintain a friendly and professional tone in written communication.
2. Issue Resolution:
Identify customer issues and concerns and work to find effective solutions.
Escalate complex or unresolved issues to appropriate teams or supervisors when necessary.
Follow established guidelines and procedures for issue resolution.
3. Product/Service Knowledge:
Develop a deep understanding of the company’s products or services to provide accurate information to customers.
Stay updated on product/service changes, updates, and promotions.
4. Documentation:
Record and maintain detailed records of customer interactions, inquiries, and resolutions in a CRM (Customer Relationship Management) system.
Document frequently asked questions and common issues for reference.
5. Customer Feedback:
Gather and report customer feedback and suggestions to improve products, services, or processes.
Collaborate with teams to implement customer-centric improvements.
6. Multitasking:
Manage multiple chat or messaging conversations simultaneously while ensuring quality responses.
Prioritize inquiries based on urgency and complexity.
7. Compliance and Policies:
Adhere to company policies, procedures, and compliance regulations.
Ensure data privacy and security when handling customer information.
Qualifications:
– Excellent written communication skills with a strong command of grammar and spelling.
– Empathy and active listening skills to understand and address customer needs.
– Problem-solving abilities to resolve customer issues effectively.
– Patience and professionalism in handling challenging or irate customers.
– Proficiency in using chat and messaging platforms and email.
– Knowledge of CRM systems is a plus.
Working Conditions:
Please note that the job vacancy is for full-time positions and require on-site work at our office located in Dasmariñas, Cavite.