Job Description
Golden Dragon Motor Sales Corp is looking for a dedicated Customer Service Representative to join our team in Mabalacat City, Pampanga. This fullātime role places you at the forefront of our customer interaction strategy, where you will handle both inbound and outbound calls, address customer inquiries, resolve complaints, and provide accurate information about our automotive products and services.
As a key member of our callācenter team, you will be expected to maintain a professional and courteous demeanor while actively listening to customers, identifying their needs, and offering effective solutions. You will also document interactions in our CRM system, follow up on pending issues, and collaborate with other departments to ensure seamless service delivery.
The position operates on a rotating shift schedule that may include evenings and weekends to accommodate customer needs. You will be monitored on key performance indicators such as average handling time, firstācall resolution, and customer satisfaction scores, with regular feedback and coaching to help you excel. Our team uses modern callācenter software and CRM platforms, providing you with the tools needed to track interactions efficiently and deliver personalized service.
In addition to a competitive salary, we offer benefits such as HMO coverage, paid leave, and performanceābased incentives. Continuous learning is encouraged through workshops and eālearning modules focused on communication techniques, product knowledge, and conflict resolution. We provide a supportive work environment, ongoing training programs, and clear pathways for career advancement. Ideal candidates are energetic, possess strong communication skills, and have a passion for helping others. If you are ready to contribute to a company that values customer satisfaction and teamwork, we encourage you to apply today.
Responsibilities
- Handle inbound and outbound customer calls in a professional and courteous manner.
- Identify customer needs, provide accurate information, and resolve issues promptly.
- Document all interactions accurately in the CRM system and follow up on pending cases.
- Meet or exceed key performance metrics including average handling time and firstācall resolution.
- Collaborate with sales, technical, and billing departments to ensure seamless service delivery.
- Participate in ongoing training sessions to enhance product knowledge and communication skills.
- Adhere to company policies, procedures, and quality standards at all times.
- Provide feedback to improve processes and contribute to a positive team environment.
Qualifications
- High school diploma or equivalent; college education is a plus.
- Proven experience in a call center or customer service role (minimum 6 months).
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills and the ability to empathize with customers.
- Proficiency with CRM software and basic computer applications (MS Office).
- Ability to multitask, prioritize, and manage time effectively in a fastāpaced environment.
- Problemāsolving mindset with a focus on delivering satisfactory outcomes.
- Flexibility to work rotating shifts, including evenings and weekends as required.