Pre-Sales Customer Service Representative, Mandaluyong

We are looking for a dedicated and enthusiastic Customer Service Representative. The ideal candidate will have exceptional communication skills and a passion for helping customers resolve their inquiries efficiently and effectively.

What You'll Do:

•  Handle a high volume of inbound and outbound calls, professionally managing customer inquiries, requests, follow-ups, and issue resolution in line with defined service levels.
•  Provide customer support across multiple channels, including phone (primary channel), email, chat, and ticketing systems, ensuring accurate responses, proper documentation, and timely escalation of complex cases.
•  Update customer and case information promptly based on verified details gathered during calls or written interactions.
•  Accurately document all call interactions, outcomes, and next steps in the designated CRM and support systems, maintaining complete and reliable records.
•  Adhere strictly to call handling guidelines, escalation protocols, and communication standards to ensure a consistent and professional customer experience.
•  Execute administrative and operational tasks assigned, including call-related follow-ups, data validation, and process-driven activities, in accordance with agreed workflows and quality standards.
• Prepare and submit regular operational reports as required, summarizing call volumes, case status, follow-ups, and key performance indicators.

What We're Looking For:

•  Proven BPO voice account experience, with demonstrated ability to manage high-volume inbound and outbound calls in a fast-paced, metrics-driven environment.
•  Strong verbal communication skills with a customer-first mindset.
•  High attention to detail in call logging and system updates.
•  Ability to follow structured call flows and escalation processes.
• Proficiency in CRM software and other support tools