Customer Service Representative – (Dayshift)

About the role

We are seeking a dedicated and professional Customer Service Representative – Dayshift to join the team at GDV Business Services Co. This is a full-time position based in Tandang Sora, Quezon City, Metro Manila. In this role, you will be the voice of our company, delivering exceptional customer support and building lasting relationships with our clients. As a Customer Service Representative, you will play a vital part in maintaining our reputation for excellence and ensuring customer satisfaction across all interactions. Your ability to resolve issues efficiently, communicate clearly, and handle multiple customer enquiries will directly contribute to the success of our business.

Key responsibilities

1. Answer incoming customer enquiries via telephone, email, and other communication channels during dayshift hours
2. Provide accurate information about products and services, addressing customer questions and concerns with professionalism and courtesy
3. Resolve customer complaints and issues promptly, escalating complex matters to supervisors when necessary
4. Document customer interactions and maintain detailed records in our customer management system
5. Process customer requests, orders, and transactions accurately and efficiently
6. Follow company policies and procedures whilst maintaining compliance with all relevant regulations
7. Identify opportunities to improve customer experience and provide feedback to management
8. Meet or exceed performance targets, including call handling times, customer satisfaction ratings, and quality metrics
9. Collaborate with team members and other departments to ensure seamless customer service delivery
10. Participate in training sessions and continuous development programmes to enhance skills and product knowledge

What we're looking for

1. High school diploma or equivalent qualification; additional tertiary education is advantageous
2. Proven experience in customer service, call centre operations, or a similar customer-facing role
3. Excellent verbal and written communication skills in English; proficiency in additional languages is a plus
4. Strong listening and problem-solving abilities with a customer-centric approach
5. Ability to multitask and manage multiple customer enquiries simultaneously without compromising quality
6. Proficiency with computer systems, telephone systems, and customer relationship management (CRM) software
7. Patience, empathy, and a positive attitude when dealing with challenging customer situations
8. Reliable, punctual, and committed to meeting performance targets and deadlines