Job Description
Join Digital Room (Philippines), Inc. as a Customer Service Consultant at Marquee Mall in Angeles City. This full-time role places you at the heart of our customer operations, delivering outstanding service that builds lasting relationships and turns ordinary interactions into loyalty. You will engage with clients via phone, chat, and email, resolving inquiries, guiding product selections, and ensuring a seamless, positive experience that reflects our brand values.
Based in Angeles City, Pampanga, you will be part of a dynamic BPO team renowned for its customer-centric culture. The position offers a clear path for growth within customer service and operations, competitive compensation, and comprehensive training designed to develop your communication, problem-solving, and product knowledge skills. If you are passionate about helping people, thrive in a fast-paced environment, and want to contribute to a brand that values excellence, you will fit right in.
Your responsibilities will include handling inquiries across multiple channels, maintaining accurate notes in our CRM, escalating complex issues to appropriate teams, and ensuring adherence to service level agreements. Youâll collaborate with peers and supervisors to share best practices and continuously enhance the customer experience. This role is ideal for individuals seeking a stable, long-term career in the Philippinesâ growing BPO sector.
We welcome applicants who are detail-oriented, customer-focused, and motivated to learn. A positive attitude, strong communication skills, and the ability to manage multiple tasks with accuracy are essential for success in this role.
Responsibilities
- Respond to customer inquiries via phone, chat, and email with professionalism and empathy.
- Identify customer needs and provide accurate product information and recommendations.
- Document interactions in the CRM, maintain up-to-date data, and ensure data integrity.
- Resolve issues promptly, escalate complex cases to the appropriate teams, and follow up to ensure satisfactory resolution.
- Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
- Collaborate with team members to share best practices and contribute to a positive service culture.
- Maintain knowledge of current promotions, policies, and processes to accurately advise customers.
- Participate in training sessions and ongoing development opportunities to improve skills and product knowledge.
Qualifications
- High school diploma or equivalent; degree in communications, hospitality, or related field is a plus.
- Strong verbal and written communication in English; Filipino language skills are a bonus.
- Customer service experience, preferably in a call center or BPO environment.
- Excellent problem-solving abilities and a customer-first mindset.
- Comfort with multi-channel support (phone, chat, email) and basic computer literacy.
- Ability to stay composed under pressure, manage time effectively, and meet deadlines.
- Positive attitude, reliability, and a willingness to learn and adapt.
- Team-oriented with good interpersonal skills and attention to detail.