Customer Service Representative

Ortigas, Pasig, National Capital Region

Posted 24 days ago

Company:: PH Global Jet Express Inc. Call Center
Company Description:: We are a technology-based and internet development express delivery company, we entered the market in Indonesia back in 2015 to provide fast, easy, and hassle-free delivery service with efficient claims settlement system. Through the success of penetrating the express market and eventually became the country’s leading e-commerce brand, J&T is now expanding across Southeast Asia.
Contract Type:: Full Time
Experience Required:: 1 year
Education Level:: Bachelor’s Degree
Number of vacancies:: 10

Job Description

Customer Service Representative is responsible for managing customer queries and complaints via our company hotline, social media, and email channels. CSR also processes modifications on the route or parcels and escalate complaints across a number of communication channels and through data analysis, push relevant departments to make improvements, reduce customer complaints, and improve the quality of internal operations

QUALIFICATIONS
1. College level or short course/vocational diploma or equivalent
2. At least 1 year relevant work experience in Customer Service or similar field preferred.
3. Experience in E-Commerce, Logistics, or BPO is a plus.
4. Familiarity with CRM systems, SalesForce or Zendesk
KNOWLEDGE, SKILLS, & ABILITIES
5. Excellent written and verbal communication skills.
6. Excellent customer service and interpersonal skills
7. Ability to handle multiple projects simultaneously and work under pressure.
8. Knowledgeable in Microsoft Office and relevant software.
9. Strong background in Logistics Operations or E-Commerce.
10. Strong problem analysis and resolution skills

DUTIES AND RESPONSIBILITIES
11. Maintaining a positive, empathetic, and professional attitude toward customers at all times.
12. Answer calls and email based on customer inquiry.
13. Responding promptly to customer inquiries.
14. Communicating with customers through various channels.
15. Acknowledging and resolving customer complaints.
16. Keeping records of customer interactions, transactions, comments, and complaints.
17. Communicating and coordinating with related department as necessary.
18. Providing feedback on the efficiency of the customer service process.
19. Ensure customer satisfaction and provide professional customer support.
20. Monitor delivery status, update client information and transaction activity in the system.
21. Process transaction in the system – Orders, form and application.
22. Identify issue to escalate to supervisor’s/team leaders.
23. Complete call logs and reports.
24. Verify customer information and instruction.