Position title
Call Center Agent - Online Retail Account
Description
We are looking for enthusiastic and customer-oriented individuals to join our team as Customer Service Representatives (CSRs) for our Online Retail Account. As a CSR, you will be responsible for providing exceptional customer service and support to online retail customers. Your primary focus will be assisting customers with their inquiries, resolving concerns, and ensuring a positive shopping experience. You will handle a variety of customer interactions through multiple channels, including phone calls, emails, and live chat. The ideal candidate should have excellent communication skills, a strong customer service mindset, and the ability to adapt to a fast-paced online retail environment.
Responsibilities
- Provide excellent customer service to online retail customers.
- Respond promptly and effectively to customer inquiries and concerns through various communication channels.
- Assist customers in navigating the website, placing orders, tracking shipments, and resolving product-related issues.
- Provide product recommendations and guidance to customers based on their needs and preferences.
- Handle customer complaints, escalating issues as necessary, and following up to ensure resolution.
- Process customer returns, exchanges, and refunds according to company policies.
- Stay up-to-date on product knowledge, promotions, and company policies to provide accurate information to customers.
- Collaborate with other teams, such as the logistics and sales departments, to ensure a seamless customer experience.
- Document and maintain accurate records of customer interactions and transactions in the CRM system.
- Meet or exceed individual and team performance metrics, including customer satisfaction ratings and response time.
- Continuously strive to improve customer service skills and stay updated on industry trends and best practices.
Qualifications
- High school diploma or equivalent; some college education is a plus.
- Previous customer service experience, preferably in an online retail or e-commerce environment.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Empathy and the ability to remain calm and composed under pressure.
- Proficient computer skills and the ability to navigate multiple systems simultaneously.
- Familiarity with online shopping platforms and processes.
- Ability to work in a fast-paced and dynamic environment.
- Flexibility to work in shifts, including evenings, weekends, and holidays.
- Strong attention to detail and accuracy.
- Ability to work well in a team and collaborate with colleagues from various departments.
Job Benefits
- Competitive salary package with performance-based incentives.
- Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
- Paid time off and vacation leaves for work-life balance.
- Career development opportunities and training programs to enhance skills and knowledge.
- Employee discounts and perks on online retail products.
- Fun and vibrant work environment with supportive team members.
- Employee recognition programs to acknowledge outstanding performance.
- Opportunities for advancement and growth within the company.
- Modern and well-equipped office facilities.
- Employee assistance programs for personal and professional support.
- Regular team building activities and events to foster camaraderie.
Hiring organization
Employment Type
Full-time
Job Location
Makati CIty
Base Salary
₱13,000-₱15,000
Date posted
June 16, 2023
