Deskripsi Pekerjaan
Are you passionate about delivering exceptional customer experiences? ThoughtFocus is seeking a dedicated Customer Service Representative to join our dynamic team in Baguio City. As the frontline of our operations, you'll be instrumental in building lasting relationships with clients by resolving inquiries, providing solutions, and ensuring satisfaction at every touchpoint. This role offers an exciting opportunity to thrive in a fast-paced environment where your communication skills and problem-solving abilities directly impact our success.
ThoughtFocus provides comprehensive training and a supportive culture that values growth and innovation. You'll collaborate with cross-functional teams to streamline processes and contribute to continuous improvement initiatives. Our commitment to employee development ensures you'll gain valuable skills in conflict resolution, multi-channel support (phone, email, chat), and CRM systems. If you're a motivated individual who thrives in customer-centric roles, this position offers competitive compensation and a pathway to career advancement within a respected industry leader.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and chat channels
- Resolve customer complaints and issues with empathy and efficiency
- Document interactions and maintain accurate records in CRM systems
- Collaborate with technical teams to resolve complex product/service issues
- Meet performance metrics including response time, resolution rate, and CSAT scores
- Identify process improvement opportunities and provide customer feedback
- Stay updated on product knowledge and service protocols
Kualifikasi
- High school diploma or equivalent; college degree preferred
- Minimum 1 year customer service/call center experience
- Excellent communication skills in English and Filipino
- Strong problem-solving abilities with attention to detail
- Proficiency in CRM software and MS Office applications
- Ability to work flexible shifts including weekends
- Customer-centric mindset with patience and resilience
- Basic knowledge of troubleshooting methodologies