Schedule:

• Full-time Monday to Friday 9:30 AM to 6:30 PM (9:30 PM to 6:30 AM Manila Time) with 1 hour unpaid break

Client Timezone: US Eastern Time

Responsibilities

• Handle inbound customer calls, ensuring queries are resolved efficiently and effectively.
• Provide support through online chat, email, and video calls.
• Provide pre-sale, in-sale and after-sales support
• Access and navigate the internal CRM to retrieve customer order details.
• Process refunds, exchanges, and other customer requests in line with company policies.
• Send out email and SMS quotes to customers.
• Escalate complex issues to the relevant department or senior staff.
• Maintain a high level of product knowledge to provide accurate information to customers.
• Document and log all interactions in the CRM system.
• Participate in regular training sessions to stay updated with product changes and company policies.

Requirements

• Strong written English and verbal communication skills.
• Proven experience in a voice support role or similar.
• Ability to multitask and manage multiple channels of communication.
• Noise-cancelling headset with a clear microphone.
• Familiarity with CRM systems and practices.
• Ability to work under pressure and handle challenging customer interactions.
• A positive attitude and a passion for delivering exceptional customer service.

Highly Regarded Skills and Experience:

• Proficiency in using Zoho.
• Multilingual capabilities.
• Proven track record of achieving customer satisfaction metrics.