Customer Service Representative (BPO) (225-1015)

A Customer Service Representative in a BPO (Business Process Outsourcing) setting serves as the frontline advocate for customers, addressing their inquiries and concerns with precision and empathy. This role involves interacting with customers via phone, email, or chat to provide information about products and services, resolve issues, and ensure customer satisfaction. It requires strong communication skills, a solution-oriented mindset, and the ability to manage a high volume of interactions efficiently. Successful candidates will demonstrate patience, a positive attitude, and the ability to work in a fast-paced environment while adhering to company protocols and quality standards. This position offers an excellent opportunity to develop interpersonal and problem-solving skills within a supportive and dynamic setting.

Responsibilities

• Respond promptly to customer inquiries through various communication channels.
• Provide accurate information regarding products, services, and company policies.
• Resolve customer complaints by following appropriate procedures and processes.
• Document all customer interactions and maintain detailed records for future reference.
• Identify and escalate priority issues to the appropriate department or personnel.
• Support team objectives by collaborating and sharing relevant customer insights.
• Ensure customer satisfaction by delivering exceptional service consistently.
• Keep up to date with industry knowledge and changes in company products.
• Participate in training sessions to enhance product knowledge and customer service skills.
• Adhere to company guidelines and regulations to maintain compliance and quality.
• Provide customers with correct billing information and process payments as necessary.
• Assist in developing and implementing customer feedback initiatives and improvements.

Requirements

• High school diploma or equivalent; further education is a plus.
• Proven customer service experience, preferably in a BPO environment.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and ability to handle challenging situations calmly.
• Proficient in using computers and various software applications.
• Ability to multitask and effectively manage time in a high-pressure setting.
• Flexibility to work various shifts, including weekends and holidays.