Customer Service Advisor
On-siteCagayan de Oro, Northern Mindanao, Philippines
Job Summary
Manage inbound and outbound customer interactions via phone, email, and live chat in a fast-paced environment. Resolve customer inquiries, issues, and complaints in accordance with company policies while maintaining a positive brand experience. Meet and maintain key performance indicators (KPIs) and ensure compliance with quality standards, scripts, and regulatory requirements. Accurately document all customer interactions in CRM or ticketing systems and escalate complex concerns following proper procedures. Provide clear, accurate, and timely information while maintaining professionalism and empathy when handling difficult customers. Stay updated with product knowledge, process changes, and client requirements. Experience handling voice, email, and/or chat support is required, along with excellent English communication skills.
Required Qualifications
- At least 6 months to 1 year of experience in a BPO or contact center environment
- Experience handling voice, email, and/or chat support
- Excellent English communication skills (verbal and written)
- Strong problem-solving and complaint-handling skills
- Ability to multitask and navigate multiple systems simultaneously
- Willingness to work in shifting schedules, including nights, weekends, and holidays
Desired Qualifications
- Strong customer service orientation
- Empathy and active listening skills
- Resilience and ability to handle pressure
- Attention to detail and accuracy
- Adaptability to changing processes and tools
- Team collaboration and accountability
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