About the job Customer Service Representative
Position Title: Customer Service Representative
Classification: Rank and File
Salary Grade: 20,000 to 25,000 Peso / month
Reports To: Account Manager, Manager
Primary Relationships: Client, Client Team
Date: June 2021
Schedule: Flexible from 3 AM to 3 PM with 2 days off
A customer service representative interacts with customers to provide information in response to enquiry about products and services along with processing customer orders. Inquiries may be related to stock, product, freight, delivery, priority, order and account enquiries. A customer service representative is a single point of contact for the customer and needs the knowledge and tools to respond to almost any question the customer may have or provide any information required. The rep is also responsible for handling customer complaints, authorising the return of faulty goods and materials and organising replacements and/or credit. The reps aim is to develop a long term relationship with the customer and communicate in a pleasant and friendly style. They should provide feedback and work proactively with the marketing department to enhance sales and assist in product development.
The customer services rep is involved in almost all the interactions the customer has with TGP which includes customer order processing, product availability inquiries, delivery and freight inquiries, priority inquiries, providing quotes, order progress inquiries, order changes, customer complaint management, returned materials authorisation, account management, priority order management, expediting priority or late orders, job and artwork chase ups and reception duties.
Customer services are responsible for handling and resolving customer complaints and conduct themselves in the best interest of both the customer and the company. While resolving the conflict the rep must be able to make the customer feel better after the incident than before. The rep is also responsible for authorising product returns and organising replacement and or credit.
The rep must be able to conduct all interactions with the customer in a pleasant and friendly manner and is able to communicate clearly and effectively. A rep wants to delight a customer and make them feel important and needs to feel empathy for the customer’s situation whilst treating them with dignity and a positive attitude. The reps will also represent the company at trade shows and events.
The job requires product and industry knowledge with the ability to assist the customer with product ideas and recommendations and offer alternatives when items are unavailable.
The customer services rep needs to be proactive in the development of customer services systems, policy and practices and suggest improvements to the various communication methods by e.g. websites and newsletters etc
Reps should work closely with the marketing department to provide feedback from customers, assist with product development and marketing material development.
Become a correspondent to the customer and develop a personal relationship feeding them information e.g. remind the customer of orders that were completed this time last year so repeat business can be chased, advise them of special offers, tell them about upcoming events etc
Work with the customer on an individual basis to grow sales mutually and provide the customer with ideas for their briefs. And always ask the customer if there is anything else you can help them with before you hang up.
ontribute to team effort.
Offer tasks may be required from time to time
Bachelor Degree holder in any field
Prior BPO Experience of 1+ year
A minimum of 1-2 years as a Customer Service Representative
Excellent English language skills (written and verbal)
Good time management and task management skills
Proficiency in MS Office and Google Suite
Solid analytical and problem solving skills
Proficient computer and technical skills
Able to demonstrate initiative
Attention to detail