Customer Service Representative Makati Shifting

**Important Note: Completion of the assessment is required to be screened for this role.
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**Position Responsibilities**:
**Key Responsibilities**:

- Ensure customer satisfaction and provide professional-grade customer support.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Ensure all processes and procedures for the Customer Service Group are followed and continually refined and developed.
- Acknowledging and resolving customer complaints in the most professional manner and positively handling the conversation to minimize escalations to the next level of support.
- Work with the team to ensure compliance with all data privacy or data security of client-sensitive information as well as other policies governing client transactions, as well as local (host country) relevant laws.
- Keeping accurate records or documentation of customer interactions, transactions, comments, and complaints.
- Help promote and support a culture of professionalism and integrity, and build good working relationships with colleagues, clients, and customers.
- Provide feedback and insights on how existing processes may be improved.
- Regularly attend coaching sessions with either Immediate Supervisor or Manager to foster a culture of learning and openness.
- Participate in Employee Engagement activities that would promote the welfare and positive atmosphere for the team.
- An ability to "speak up" and inform management of ways we can improve or make something better.
Either internally or at the client level.
- Ability to be flexible with working hours/shifts.
Shift schedules may vary and rest days may eventually be assigned outside weekends depending on business needs.
- An openness to performing Ad-hoc tasks may be assigned from time to time.
Position Selection Criteria

**Personal Competencies**:

- Demonstrated customer service soft skills
- The ability to understand and "put yourself in the customer's shoes" when handling customer concerns.
- Ability to work effectively as part of a Team.
- Self-motivated and able to meet tight deadlines with a high degree of accuracy.
- Ability to multitask, prioritize, and manage time effectively.
- Willingness to learn and master the products and services of our clients to ensure that you can provide reliable, accurate, effective, and efficient service to our customers.
- Comfortable working with mínimal supervision.
- Customer orientation and ability to adapt/respond to different types of characters.
- Strong problem-solving skills, and ability to closely follow detailed processes.
- College Degree Holder preferred or should have finished at least 2nd-year college.
- Completion of the assessment is required.
**Technical Qualifications**
- Excellent written and verbal skills in English, including soft skills such as tone matching & empathy.
- Proven customer support experience, with at least 3+ years of experience working with customer support.
- Ability to multitask and learn new software.
A major plus for Zendesk or Chargebee (billing software).
- Experience with Google Suite / Microsoft Office Productivity Software.
- Keen attention to detail, comfortable with using spreadsheets.
- Existing access to internet services at home.
You will be provided with a company computer and an internet/power allowance is provided when WFH.
- Advance to intermediate user of Google Suite / Microsoft Office Productivity Software

**About Spoke**

Spoke is a BPO whose primary focus is helping some of the world's most innovative startups scale.
With four offices across the globe, our mission is to help rapidly growing businesses by creating a new type of outsourcing firm.
One that prides itself on partnerships instead of being a service provider.
Not only do we spend dozens of extra hours curating the employees on our teams to ensure the best cultural fit, but we also invest time and resources in training across verticals to help spur new ideas and build innovative processes and technology to ensure we're as efficient and creative as possible for our partners.
There are no dead-end jobs at Spoke as we are always learning and growing in our professional endeavours.
Every member of the team comes in each day with a creative mindset.
We ask ourselves, "How can we do what we do better?
Let's turn the tables and think about how we can approach this issue differently."
With this mindset, we've become the fastest growing outsource firm for high growth companies in the U.S. We truly believe that helping startups build better and more efficient businesses helps push society forward.
We are a fair and equal opportunity employer everywhere we operate and are committed to providing the training and experience that will enable our staff to propel their careers to the next level.
**Salary**: Up to Php30,000.00 per month

Schedule:

- Rotational shift

Supplemental pay types:

- 13th month salary

**Experience**:

- C