CSR - Social Media Management

Who we are:

eFlexervices is a BPO company with a legacy spanning 23 years, we've honed our craft in providing exceptional quality and building unshakable trust. At eFlex, we're not just a BPO company – we're your partners in success. Our approach is all about finding the perfect match between talent and the organizations we support. We're not just investing in our work; we're investing in people, optimizing performance, and maximizing efficiency. We are all about exceptional quality and unwavering trust.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring for a CSR - Social Media Management – we're empowering your talent to deliver quality and performance. Join us in shaping the success and making an impact that truly matters.

As a CSR - Social Media Management, you will play a crucial role in ensuring the satisfaction and success of our clients. You will be the first line of assistance for our customers, addressing their inquiries, resolving issues, and providing exceptional support for all their SEO-related needs. This position requires a combination of technical acumen, strong communication skills, and a commitment to delivering top-notch customer service.

This role will be working from Saturday to Wednesday, responding to email and message requests on weekends. We also expect the position to have excellent written communication skills in English, wherein this person can write professionally and informally if needed.

What you’ll be doing:
Customer Engagement
Interact with customers via various channels (phone, email, text) to provide prompt and effective assistance through a ticketing system.
Build and maintain positive relationships with customers, ensuring their needs are met and exceeded.
Go above and beyond, looking for ways to further add value to customers in every interaction.
Technical Troubleshooting
Diagnose and resolve customer issues related to our products or services.
Collaborate with internal teams to escalate and resolve complex technical problems.
Product Knowledge
Stay informed about our products and services to provide accurate and up-to-date information to customers.
Provide our clients with sufficient support regarding our SEO services.
A good understanding of how site builders function.
Feedback Collection
Gather customer feedback and insights to help improve our products and services.
Provide valuable input to the product development team based on customer interactions.
Documentation
Document and track customer interactions and resolutions - sharing those with the relevant CSM.
Help build a Knowledge Base.

Qualifications and Requirements:
At least 2 years experience as a customer sales representative or technical support representative in the BPO industry
Experience with social media management
Experience with Front and Dialpad or similar tools is highly preferred
Excellent ability to communicate, extremely detail-oriented
Good oral and written communication is vital - the individual must be able to speak clearly and persuasively in positive or negative situations
Ability to convey technical information to non-technical users.
Willingness to step up to greater responsibility, strong desire to contribute to overall goals
Proven track record of delivering exceptional customer service.
Ability to empathize with customers and understand their needs.
Strong technical aptitude and the ability to learn and understand complex products.
Ability to troubleshoot and resolve issues efficiently - utilizing resources, template responses, and knowing when to escalate an issue.
Ability to collaborate effectively with cross-functional teams.
Willingness to share knowledge and contribute to a positive team culture.

Nice to have:
Experience using project management tools such as Monday.com
Experience using dialers such as Intercom and Dialpad
Experience using ticketing tools such as Front
Ability to answer customer questions via chat or email in a friendly manner.

Benefits and Perks:

At eFlex, we're not just a workplace – we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:

Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.

Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.

Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.

Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.

Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.

Ready to embark on an enriching journey? Join the eFlex family and experience a workplace that values your individuality and success. Let's thrive together!