Customer Service Representative, Cebu

The Customer Service Representative is responsible for assisting customers of retail or e-commerce brands by providing support related to orders, product inquiries, returns, exchanges, and delivery concerns. The role requires excellent communication skills, problem-solving ability, and a strong focus on delivering a positive customer experience.

• Handle inbound and/or outbound calls, chats, or emails from retail customers.
• Assist customers with product inquiries, pricing, promotions, and availability.
• Process orders, cancellations, returns, exchanges, and refunds.
• Track and provide updates on customer orders and deliveries.
• Resolve customer complaints and escalate complex issues when necessary.
• Document customer interactions accurately in the CRM system.
• Follow company policies and procedures related to retail transactions.
• Meet performance targets such as call quality, response time, and customer satisfaction.

• High school diploma or equivalent required; college education preferred.
• Excellent English communication skills (verbal and written).
• Basic computer and navigation skills.
• Ability to multitask while handling customer interactions.
• Strong customer service orientation and problem-solving skills
• Willing to work shifting schedules, weekends, and holidays.

• Previous BPO or customer service experience.
• Experience supporting retail or e-commerce accounts