Customer Service Representative - Trilingual Tagalog English Arabic

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We dont always know the answer, but we dont give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. Its a commitment. Were committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We dont want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.
  
  

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

Essential Duties And Responsibilities

• Customer Support: Respond to customer inquiries in a polite, professional, and timely manner via multiple communication channels (phone, email, live chat, social media).
• Problem Resolution: Assist customers in resolving complaints, issues, or concerns, ensuring satisfaction and quick resolution.
• Product Knowledge: Develop a strong understanding of company products, services, and policies to provide accurate and helpful information.
• Order Processing: issuing refunds or conflict dispute
• Documentation: Record and track customer interactions, complaints, and feedback using customer service spreadsheet
• Follow-Up: Ensure follow-up on unresolved issues and ensure customers are satisfied with the solution.
• Team Collaboration: Work with other departments (e.g., sales, technical support, logistics) to resolve customer issues and improve service delivery.
• Maintain Service Standards: Meet performance targets and maintain high standards of customer service quality, as defined by company guidelines.
• Were looking for friendly, helpful problem solvers who know how to deal with a customer who may be frustrated in the moment. They need to keep a cool head while solving, at times, an issue for a customer who may be irritated, upset or even rude.
  
  

Minimum Requirement Qualifications

Key Skills:

• Industry Knowledge
• Required: Travel experience in the CX space, dealing with end consumers, great with people - high capacity to problem solve on behalf of another, detailed oriented. Preferred; travel experience using back end portals of Amadeus, Expedia, Hotelbeds - really any online travel agencys (OTA) backend portal.
• Technical Skills/Tool Knowledge
• Required; Customer Support
• Problem Resolution
• Product Knowledge
• Order Processing
• Documentation
• Follow-Up
• Team Collaboration
• Maintain Service Standards
• Soft Skills
• Empathy: The ability to understand and share a customers feelings.
• Active listening: The ability to fully understand and engage with a customers words and underlying messages.
• Communication: Effective verbal and written communication.
• Problem-solving: The ability to solve problems and be resourceful.
• Patience: Being patient with customers.
• Adaptability: Being able to adapt to different situations.
• Positive attitude: Having a positive attitude and being friendly.
• Conflict resolution: Being able to resolve conflicts.
• Time management: Being able to manage time well.
• Teamwork: Being able to work well with others.
  

Education And Experience

• Tenure of Experience
• Required: at least 4 -5 years for all of the agents.
• Education Type/Level
• Required and Preferred: college-educated
  

Language Skills

• Above-average communication skills in English, Tagalog, and Arabic
  
  

#EnshoredJobs

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.

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