Customer Service Representative, Cebu

The Customer Service Representative (CSR) is responsible for acting as a liaison, providing product/services information, and resolving any emerging problems that customer accounts might face with accuracy and efficiency. The goal is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

• Customer Support: Manage large amounts of incoming inquiries via phone, email, chat, or social media.
• Issue Resolution: Identify and assess customers needs to achieve satisfaction; provide appropriate solutions and alternatives within time limits.
• Record Keeping: Keep records of customer interactions, process customer accounts, and file documents.
• Product Knowledge: Go the extra mile to engage customers and maintain up-to-date knowledge of company products, services, and policies.
• Escalation: Follow communication procedures, guidelines, and policies to escalate unresolved issues to the appropriate internal teams.
• Follow-up: Reach out to customers to ensure resolution and to gather feedback on the service provided.

• Communication: Strong active listening and verbal/written communication skills.
• Documentation: Proficiency in data entry and maintaining accurate digital logs (CRM software, Microsoft Office, or Google Workspace).
• Office Operations: Ability to operate office equipment (computers, multi-line phone systems, and document processing tools).

• Empathy: Ability to remain calm and professional when dealing with frustrated or upset customers.
• Problem-Solving: Strong multi-tasking and time-management skills to handle various tasks simultaneously.
• Adaptability: Ability to adjust communication styles to cater to a diverse range of personalities.

If you are writing this for a resume, highlighting these metrics is highly effective:

• CSAT (Customer Satisfaction Score): Maintaining a high percentage of positive feedback.
• AHT (Average Handle Time): Resolving issues quickly without sacrificing quality.
• FCR (First Contact Resolution): Solving the customer's problem during the first interaction.