Job Description
Are you passionate about providing world-class customer service? Talentprobe Due Diligence is seeking a dedicated and tech-savvy Customer Experience Representative to join our dynamic support team in Makati City. In this role, you will be the voice of our company, engaging with clients primarily through chat and email channels to resolve inquiries, troubleshoot issues, and ensure a seamless customer journey.
We pride ourselves on fostering a collaborative, supportive, and growth-oriented workplace. If you are an excellent communicator with a knack for problem-solving and a desire to build a long-term career, we want to hear from you. We offer a competitive salary package, performance-based bonuses, and clear pathways for internal promotion.
Responsibilities
- Manage high volumes of customer inquiries via email and live chat platforms with speed and accuracy.
- Provide prompt, professional, and empathetic support to address client concerns and resolve technical issues.
- Document customer interactions thoroughly in the CRM system to ensure historical accuracy and data integrity.
- Collaborate with cross-functional teams to escalate complex issues and ensure timely resolution.
- Meet and exceed daily performance KPIs, including response time, resolution rate, and customer satisfaction (CSAT) scores.
- Contribute to the continuous improvement of support workflows by providing feedback on common customer pain points.
- Maintain deep knowledge of company products, services, and policies to provide accurate information to users.
Qualifications
- At least 1 year of experience in a customer support role (BPO, E-commerce, or Tech support preferred).
- Exceptional written English communication skills with impeccable grammar, spelling, and tone.
- Strong computer literacy and the ability to multitask across various software platforms and chat queues.
- Proven ability to remain calm and professional under pressure while handling multiple client interactions simultaneously.
- A proactive mindset with a strong commitment to delivering high-quality service and meeting performance targets.
- Ability to work flexible hours, including potential evening or weekend shifts as required by business operations.
- Bachelor's degree or equivalent experience in a related field is an advantage.