Customer Service Representative (Office-based | SM North)

About the role

As a specialist in this role, you will provide a high-touch, personable, and informed experience for customers/clients. This includes basic troubleshooting related to Membership benefits and detailed requests requiring research and problem-solving.

Responsibilities

• Provide high level of customer service via phone.
• Thoroughly research and reply to Member requests with high sense of urgency and professionalism.
• Continually exceed customer's expectations.
• Able to troubleshoot and communicate across multiple platforms.
• Constantly evaluate customer's experience and make suggestions to improve customer's engagement/satisfaction.
• Maintain and meet or exceed Key Performance Indicators (KPIs) including time to first response, customer satisfaction scores, etc.
• Willing to support other teams when needed.

Requirements

• 4+ years of customer service experience.
• Excellent written and oral communication skills.
• Adaptable to a fast-paced environment and able to quickly respond to changes.
• Polite and professional conduct, excellent interpersonal skills.
• Proactive attitude with the ability to creatively solve problems quickly.
• Independent, excellent time management and organizational skills.
• Confident, able to prioritize and meet deadlines under pressure.
• Computer and technology-savvy.

Work Schedule

US Business Hours (Willing to work on a shifting schedule as needed)

Work Arrangement

Office-based at SM North EDSA Tower 1, North Avenue corner, Quezon City 1105 Metro Manila, Philippines

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.