Job Description

The Customer Service & Sales Representative serves as the primary point of contact for customers, handling high-volume inbound calls and orders while actively identifying and maximizing sales opportunities. This role requires balancing excellent customer support, accurate order management, and proactive sales engagement through cross-selling and up-selling. The agent is expected to manage 50+ calls per shift, deliver a high-quality customer experience, and contribute to revenue growth in a fast-paced environment.

• Work Setup: Onsite (Bridgetowne Quezon City)

• Location: Quezon City / Pasig City

• Schedule: Shifting schedule

• Requirement: Amenable to working onsite on any shift

Key Responsibilities

Customer Service Responsibilities

• Act as the primary point of contact for customer inquiries, orders, and concerns, ensuring timely and professional responses

• Handle a high volume of inbound calls, averaging 50+ calls per shift, while maintaining service quality

• Answer incoming customer calls in a prompt, courteous, and professional manner

• Accurately capture, update, and maintain customer account information and order details

• Navigate multiple system screens efficiently while utilizing internal tools and resources to resolve customer needs

• Use effective listening skills and open-ended questions to fully understand customer requirements, with guidance and coaching as needed

• Apply feedback from call monitoring and quality reviews to continuously improve service delivery and customer satisfaction

• Handle multiple customer interactions while maintaining accuracy, efficiency, and attention to detail

Sales Responsibilities

• Identify opportunities to cross-sell and up-sell products or services based on customer needs and order history

• Promote relevant products, add-ons, or solutions while ensuring alignment with customer requirements

• Maximize sales opportunities during customer interactions without compromising service quality

• Effectively communicate product features, benefits, and value propositions to customers

• Meet or support individual and team sales targets while maintaining a customer-first approach

General Responsibilities

• Collaborate with team members and request assistance when necessary to ensure accurate and timely resolution of customer concerns

• Adapt to changing processes, tools, and customer demands in a fast-paced environment

• Perform other related duties as assigned by management

Qualifications

Experience

• 2–5 years of Customer Service experience, preferably with combined customer service and sales exposure

• Candidates with more than 5 years of relevant experience are highly preferred

Skills & Competencies:

• Excellent written and verbal communication skills

• Strong customer service and interpersonal skills

• Proven ability to cross-sell and up-sell in a customer-facing environment

• Ability to type at least 30 words per minute with high data entry accuracy

• Working knowledge of Microsoft Office applications

• Strong organizational skills and attention to detail

• Ability to retain information and apply critical thinking skills

• Capable of handling multiple tasks and adapting to a dynamic work environment

Other Requirements:

• Willingness to work onsite at Bridgetowne, Quezon City / Pasig City

• Amenable to shifting schedules