Call centre representative

Job Description: Customer Service Representative (Cebu City, Philippines) Company Overview: Transcom and Teleperformance are leading global Business Process Outsourcing (BPO) companies that specialize in providing exceptional customer service and support solutions to clients across various industries. We are currently seeking experienced and highly skilled Customer Service Representatives to join our team in Cebu City, Philippines. Position Summary: As a Customer Service Representative, you will be responsible for delivering outstanding customer service experiences to our clients' customers. Utilizing your excellent communication and problem-solving skills, you will handle a wide range of inquiries, issues, and complaints, ensuring customer satisfaction and retention. Responsibilities: - Provide exceptional customer service via phone, email, or chat channels, addressing inquiries, resolving issues, and managing complaints in a timely and professional manner. - Act as the primary point of contact for customers, demonstrating empathy, patience, and a customer-centric approach to build rapport and trust. - Identify and assess customers' needs, providing accurate and relevant information about products, services, promotions, and company policies. - Assist customers with order placement, tracking, and delivery status, ensuring a smooth and seamless experience. - Document and maintain accurate records of customer interactions, inquiries, and resolutions in the designated CRM system. - Collaborate with internal teams and stakeholders to escalate complex issues, facilitate problem resolution, and ensure customer satisfaction. - Stay updated on product knowledge, industry trends, and company policies to provide accurate and up-to-date information to customers. - Meet and exceed individual and team performance metrics, including customer satisfaction scores, response times, and call resolution targets. - Continuously strive for personal and professional growth by actively participating in training sessions, workshops, and team meetings. Qualifications: - Minimum of 2 years of customer service experience within the BPO industry, handling inbound customer inquiries and providing solutions. - Excellent verbal and written communication skills in English, with a clear and professional phone demeanor. - Strong active listening skills to understand customer needs and concerns effectively. - Ability to multitask, prioritize, and manage time efficiently in a fast-paced, dynamic environment. - Proficient computer skills, including experience with CRM systems, MS Office, and internet navigation. - Empathy, patience, and resilience to handle challenging customer interactions with a positive attitude. - Strong problem-solving skills with a focus on finding effective and efficient solutions. - Flexibility to work in rotational shifts, including weekends and holidays, as per business requirements. Location Requirement: Applicants must currently reside in Cebu City, Philippines. Verification of residence will be required during the screening process. Joining Transcom/Teleperformance: Transcom and Teleperformance offer a collaborative and inclusive work environment that values diversity, professional growth, and work-life balance. As a Customer Service Representative, you will have the opportunity to contribute to the success of global organizations while enhancing your skills and career prospects. To apply, please submit your updated resume and a cover letter highlighting your relevant experience and why you are interested in joining our team. We thank all applicants for their interest; however, only qualified candidates will be contacted for further evaluation.