Customer Service Representative 17470
Share
Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Customer Service Representative
Work Hours: Australian business hours
Work Model:Full-time Remote
Position Overview
The Customer Service Representative delivers exceptional customer experiences by ensuring every interaction is positive seamless and aligned with the highest standards of customer satisfaction.
This role handles primarily email-based customer enquiries along with inbound phone calls and is responsible for resolving issues managing orders and subscriptions and supporting customers with warmth professionalism and enthusiasm. Beyond issue resolution this role plays a proactive part in building long-term loyal relationships with our customer community.
By embodying company values and contributing to a collaborative customer-first culture this role supports continuous improvement and helps deliver a brand experience customers love to return to.
Customer Value Proposition Impact
This role directly contributes to:
A Brand I Feel Good About
Seamless Buying Experience
Speedy Delivery
My Problems Solved
Key Responsibilities
Handle inbound and outbound customer service calls in a timely professional and friendly manner
Resolve customer enquiries complaints and issues on the first interaction where possible
Conduct outbound call opportunities to proactively delight customers through thoughtful outreach
Respond promptly and professionally to customer enquiries via email social media and other contact channels
Manage customer issues related to orders subscriptions deliveries and product concerns
Clearly explain products promotions services policies and processes to customers
Maintain strong product and promotion knowledge
Collaborate with internal teams (operations logistics sales) to resolve customer issues effectively
Escalate complex or unresolved issues in line with internal procedures
Accurately log all customer interactions outcomes and follow-up actions in CRM systems
Identify recurring issues or trends in customer feedback and proactively flag them
Adhere to all company policies procedures and quality standards
Qualifications & Experience
Required
Minimum 3 years experience in a phone-based customer service or call centre role
Demonstrated ability to handle high call volumes while maintaining quality and accuracy
Strong verbal communication skills with a clear confident and personable phone manner
Proven problem-solving ability and experience de-escalating difficult conversations
High level of empathy patience and emotional intelligence
Strong attention to detail with accurate data entry skills
Comfortable using CRM ticketing and order management systems
Ability to work independently while contributing positively to a team environment
Desired
Experience supporting subscription-based services or eCommerce customers
Familiarity with tools such as Gorgias Shopify Magento Asana (or similar project management tools) AgoraPulse or comparable platforms
Experience working remotely for an Australian business or with distributed teams in other English-speaking countries
OKRs & KPIs
Goals
Uphold embody and actively demonstrate company values in all interactions
Resolve customer enquiries efficiently and effectively while maximising Customer Happiness
Contribute to continuous improvement initiatives by sharing insights ideas and feedback
Collaborate with the wider business on customer-centric initiatives to optimise Customer Happiness outcomes
Guardrails / Performance Metrics
Average response time: < 2 hours during business hours
Customer happiness rating: > 95% (based on feedback and internal metrics)
Internal quality score: > 90%
Accurate complete and timely documentation of all customer interactions
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Somewhere, formerly Support Shepherd. We find you amazing employees who cost 80% less than US equivalents, backed by our 6-month Perfect Hire Guarantee.
