Customer Service Representative, Taguig

WORK SETUP:

Full Onsite (BGC, Taguig)

Day Shift Schedule

QUALIFICATIONS:

• Experience supporting retail accounts in sales, customer service, or technical support
• Ability to troubleshoot product issues and faults for retail customers
• Proven experience managing and resolving customer service and technical cases in a retail environment
• Accurate documentation of interactions across calls, emails, and ticketing systems
• Strong prioritization skills with flexibility to adapt to changing retail demands
• Ability to work effectively under tight deadlines and operational constraints
• Excellent communication and customer service skills
• Strong technical aptitude for supporting consumer and mobile electronics within a retail context
• Experience using service desk or ticketing systems to track and report retail account activity
• Familiarity with service and ticket management platforms
• Proficient in MS Office applications
• Ability to quickly learn and work within ERP and finance systems related to retail operations

JOB DESCRIPTION:

The Customer Service Representative serves as the first point of contact for customers, retailers, service agents, and business partners regarding product sales, technical support, and operational or connectivity concerns. The role focuses on delivering timely, accurate, and high-quality technical and customer support across multiple channels, including phone, email, and service desk tickets (Fresh Desk).

Key responsibilities include troubleshooting product and technical issues, guiding users on product setup, usage, maintenance, and firmware updates, and maintaining accurate customer records. The role also involves coordinating warranty returns, verifying warranty status, arranging repairs or replacement parts, and providing regular updates to customers on return progress.

The representative works closely with Team Leads, Service Managers, and internal technical teams to escalate issues when necessary, support retailers and partners with warranty processes, and provide feedback to internal stakeholders. Maintaining strong customer relationships, a professional attitude, and staying informed about industry and product updates are essential aspects of the role.