Customer Service Agent (Filipino Speaker)

Position Summary

Deliver excellent experiences to our customers via all relevant communication channels. Address customers’ issues swiftly and provide effective solutions for resolution. Drive high self-performance in all measured metrics alongside efficient proactive follow-up with internal stakeholders and customers towards case closure within given timelines and standards. Share feedback and ideas on tools, resources, procedures, and guidelines to improve daily working capabilities. Deliver “Best-In-Class” support services to all our customers via extra mile efforts in day-to-day operations to ensure unmatched retail brand satisfaction.

Key Responsibilities

• Respond to customer queries:
• Customer Experience and Support, as well as Relationship Management.
• A good understanding of Business Processes, Retail and Online Business/eCommerce background is an added advantage.
• Communication Skills – Written and Spoken (English) with internal and external stakeholders.
• Reporting and Data Analysis
• Respond to customer queries:
• Provide great customer experience via an engaged, personal, courteous, welcoming, caring, professional, and enthusiastic fashion to all customers.
• Support customer enquiries via email, phone or chat in a non-scripted environment by providing the right solution in the best way.
• Be a true brand ambassador by living the brand values in each customer interaction. •
• Demonstrate cultural awareness and sensitivity when interacting with customers and colleagues from all over the world.
• Resolve issues:
• Identify, diagnose, and troubleshoot customer issues (e.g., issues around order fulfilment, payments/billing, account information, etc.) in a careful and vigilant manner and provide general enquiry assistance.
• Escalate any issues that require supervisor, tier 2 assistance correctly and appropriately, providing the right level of context and detail.
• Be a great team member:
• Demonstrate consistent, reliable attendance and schedule adherence with a positive, constructive, and enthusiastic attitude.
• Give and receive performance feedback with teammates, supervisors, and colleagues regularly to continue to improve your skills and knowledge.
• Stay up to date on official information related to the brand, promotions, and the various support systems in use.
• Attend to any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organisation and for the effective implementation, execution and continual improvement of the daily operations.

Key Requirements

• Candidate must possess at least a STPM, Diploma in any field, alongside relevant working experience as an added advantage.
• Professional Experience:
• Candidate must be a local/spouse visa holder.
• Minimum 1-3 years of related experience in working on Projects and understanding of Milestone Coordination and Management, Stakeholder Management, and Comfortable in communicating with various levels of target audiences and by using different channels.
• Microsoft Excel, PowerPoint and Word knowledge is a must (Basic to Intermediate). Business Support Systems such as Capillary CRM system, Salesforce.com, etc, are strongly advantageous.
• Personal Attributes
• You have great communication skills, including the ability to convey information concisely.
• Clearly, in a friendly and professional manner.
• You have great problem-solving skills and the ability to search for and quickly take in all.
• Necessary information to help you solve the customer’s issue
• You love communicating via chat/DM and are as natural in that as in a regular conversation.
• You have great typing skills (ideally scores at or above 36WPM) and excellent written communication skills – good grammar and spelling, clear and concise writing that adds to an efficient resolution for the customer requests.
• You have experience within the premium retail industry (added advantage)
• You have a basic understanding of computers, devices, and e-commerce/online shopping brands in the market today.
• You have previous experience in the customer support area.
• Possesses a customer support mindset with excellent communication etiquette while being attentive to detail
• Independent and self-motivated.
• Language
• Communicate clearly and concisely in the Filipino Language and English, both orally and in writing.
• Being able to communicate in other languages is an added advantage.