Job Description
Are you ready to elevate your career in the BPO industry while working with a global e-commerce brand? Talent Outsourcing Channel Solutions (TOCS) is looking for a dedicated Customer Service Representative (Blended Voice/Nonvoice Account) to join our dynamic team in Davao City!
As a key player in our e-commerce support operations, you will handle a mix of inbound voice calls and non-voice channels (email, chat, social media). Your primary goal is to provide world-class support, resolve customer issues promptly, and ensure a seamless shopping experience for our clients' customers.
Why join TOCS?
- Competitive monthly salary package (₱15,000 - ₱19,000)
- Comprehensive health insurance (HMO) coverage
- Paid Time Off (PTO) and other leave benefits
- Clear career progression pathways and internal promotions
- Engaging and supportive company culture in Davao
- Full paid product and systems training
If you have excellent communication skills and a passion for helping others, this is your chance to be part of a fast-growing company. We encourage fresh graduates and career shifters to apply!
Responsibilities
- Handle customer inquiries and concerns through multiple channels including voice calls, email, and live chat.
- Assist customers with order placement, tracking, returns, and exchanges efficiently and accurately.
- Provide timely and accurate solutions to customer complaints, striving for first-call resolution.
- Maintain a high level of product and service knowledge to effectively address customer needs.
- Document all customer interactions accurately in the company's CRM system.
- Collaborate with internal teams to resolve complex issues and improve overall customer experience.
- Adhere to company policies, procedures, and quality assurance guidelines.
- Meet or exceed performance metrics including CSAT, AHT, and schedule adherence.
Qualifications
- At least Senior High School (SHS) graduate; College level or degree holders are welcome to apply.
- At least 6 months of customer service experience in a BPO or retail setting is a plus but not required.
- Excellent verbal and written English communication skills.
- Must be willing to work onsite in Davao City.
- Amenable to work in shifting schedules, including night shifts, weekends, and holidays.
- Strong problem-solving skills and attention to detail.
- Basic proficiency in computer applications and typing skills.
- Customer-centric mindset with a passion for helping others.