Customer Service Representative (Onsite | SM North)

About Us

Outsourced.ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

Job Overview

In this role, the specialist will be required to provide a high-touch, personable, and informed experience for customers/clients. This includes but is not limited to basic troubleshooting related to Membership benefits, as well as detailed requests requiring research and problem solving.

Responsibilities

• Providing 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.
• Ability to troubleshoot and communicate across multiple platforms.
• Constantly evaluate customer's experience and make suggestions to improve customer's engagement/satisfaction.
• Meet or exceed KPI's 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.
• This is an extremely fast paced role and requires you to be able to adapt to changes quickly.
• Polite and professional conduct, excellent interpersonal skills.
• Proactive attitude with an ability to creatively solve problems quickly.
• Independent, excellent time management and organizational skills.
• Confident, with the ability to prioritize and meet deadlines working under pressure.
• Computer and Technology savvy.

Work Schedule

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

Work Arrangement

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