Customer Engagement Agent - Ecommerce Home-based

Job Description

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

Job Overview

The Customer Engagement Agent is responsible for answering online inquiries through chat, cases and emails.

Responsibilities

• Provides timely and accurate problem resolution during all interactions taking ownership until the situation is resolved.
• Demonstrates enough knowledge of the client's product lines to make product recommendations.
• Document customer interactions through case management.
• Utilizes templates and scripts for consistent communication.
• Escalates cases to Customer Care Helpdesk representatives.
• Demonstrates an understanding of the client's pricing policies. (Dealer sale vs Consumer sale)
• Maintains awareness of the Ecommerce promotions.
• Demonstrates effective coping skills with potentially stressful situations
• Inputs orders and return authorizations following the established guidelines.
• Manages length of interactions, demonstrating an understanding of when a problem needs to be escalated to the helpdesk. Strives to resolve customer problems in a single interaction.
• Passion for ecommerce customer service, relationship building, strong attention to detail, and sales orientation when appropriate
• Desire to make a difference for customers to build customer retention and increase conversion
• Pays strict attention to detail and the ability to effectively multi-task.
• Follows the established Attendance and Punctuality policy.
• Demonstrates abilities to
• Respond quickly to all communications;
• Maintain and encourage an open line of communication with other team members;
• Maintain service levels required for data entry of orders, case closure;
• Accurately performs any other duties as assigned to ensure an efficient workflow.

Qualifications

• At least 4 years of experience in customer service related to e-commerce and utilizing digital platforms
• Proficient in using Shopify, Amazon, or Salesforce
• Excellent English communication skills both verbal and written are critical
• Excellent computer skills with Windows based software, Microsoft office products, multi-level authenticator, VPN, troubleshooting
  
  

Work Schedule: Monday - Friday, 7:30 PM - 4:30 AM Manila Time

Work Arrangement: Home-based (Must be residing in Metro Manila)

• Should have strong internet connection (minimum of 50 mbps)
  
  

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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