Customer Service Representative-Retail

Retail Account provides high-quality customer support by assisting customers with inquiries, orders, payments, returns, and product information.

The role focuses on delivering a positive shopping experience, resolving customer concerns efficiently, and ensuring customer satisfaction while adhering to company policies and service standards.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or other communication channels.
• Assist customers with product information, order placement, order tracking, and account-related inquiries.
• Process orders, returns, refunds, exchanges, and cancellations accurately and efficiently.
• Resolve customer complaints and service issues while maintaining a professional and customer-focused approach.
• Provide information on promotions, pricing, warranties, store policies, and loyalty programs.
• Handle billing and payment inquiries and assist with transaction-related concerns.
• Maintain accurate customer records and document all interactions in the CRM system.
• Coordinate with internal departments, including logistics and fulfillment teams, to ensure -timely order processing and delivery.
• Identify opportunities to upsell or recommend complementary products and services based on customer needs.
• Meet or exceed key performance indicators (KPIs), including customer satisfaction (CSAT), first-contact resolution (FCR), quality assurance, productivity, and adherence to service level agreements (SLAs).
• Ensure compliance with company policies, security procedures, and data privacy regulations during all customer interactions.
  
  

• At least 18 years old & above
• Currently residing within Metro Manila
• Willing to work onsite
• Willing to work in a shifting schedule