Job Description

Best of Both Worlds: Join our team as our Hybrid Customer Service Representatives, where you seamlessly blend the art of human connection with the precision of technology. This dynamic position requires versatility and adaptability to engage with customers in various communication modes, ensuring their needs are met with efficiency and excellence.

Others:

• Rate: 150 PHP/hour
• HMO: After 6 months
• Work set-up: Office-based
• Weekly workload: 40hrs/week

Key Responsibilities:

• Voice Support: Handle inbound calls professionally, addressing customer queries, providing information, and resolving issues with a customer-centric approach.
• Non-Voice Support: Respond to customer inquiries via email, chat, or other written communication channels, ensuring accuracy and timeliness in every interaction.
• Multitasking: Seamlessly switch between voice and non-voice support channels to maximize efficiency and maintain high service standards.
• Documentation: Accurately record customer interactions and details in our system, maintaining comprehensive records for future reference.
• Problem Resolution: Identify and escalate complex issues to appropriate teams for resolution while striving for first-contact resolution whenever possible.

Qualifications:

• Excellent Communication Skills: Strong verbal communication for voice interactions and impeccable written communication for non-voice channels.
• Customer-Centric Mindset: Genuine passion for providing exceptional customer service and the ability to adapt your communication style to suit different channels.
• Adaptability: Comfortable transitioning between voice and non-voice tasks, demonstrating flexibility in response to business needs.
• Problem-Solving Skills: Proven ability to analyze information, identify issues, and provide effective solutions across both voice and non-voice contexts.
• Team Collaboration: Work collaboratively with team members, sharing insights and best practices to enhance overall service delivery.
• Tech-Savvy: Basic proficiency in using customer service software, CRM systems, and relevant tools for both voice and non-voice support.
• Previous Customer Service Experience: Prior experience in a customer service or contact center role, handling both voice and non-voice channels, is advantageous.
• Flexibility in Work Hours: Willingness to work in shifts, including evenings and weekends, as required by the hybrid campaign's operational needs.