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At XtendOps, we are dedicated to delivering exceptional customer service experiences. We take pride in our diverse range of work options, providing our employees with the flexibility they need to thrive. Whether you prefer working from the comfort of your home, a hybrid setup, or a full-time office environment, we have the right opportunity for you.
Position Overview:
We are seeking a highly skilled and experienced Senior Customer Service Representative to join our dynamic team. As a Senior Customer Service Representative, you will be responsible for providing top-notch support to our valued customers across various industries, including Telco, IT Support, Healthcare, Insurance, Finance, Food Industry, and Sales. Your exceptional communication skills, problem-solving abilities, and extensive BPO experience will be crucial in ensuring customer satisfaction and loyalty.
Responsibilities:
Handle inbound and outbound customer interactions via voice calls, emails, and chat platforms.
Provide accurate and timely responses to customer inquiries, issues, and complaints.
Demonstrate empathy, patience, and professionalism in all customer interactions.
Resolve customer concerns effectively and efficiently, ensuring a positive resolution.
Collaborate with cross-functional teams to address complex customer issues and escalations.
Maintain detailed and accurate records of customer interactions and transactions.
Identify trends and patterns in customer feedback to drive process improvements.
Assist in training and mentoring junior team members, providing guidance and support.
Qualifications:
Minimum of 2 years of experience in Business Process Outsourcing (BPO) customer service roles.
Proven experience handling customer interactions through voice, email, chat, and back-office processes.
Strong familiarity with the Telco, Healthcare, Insurance, Food Industry, or Sales sectors.
Excellent verbal and written communication skills in English.
Exceptional problem-solving and decision-making abilities.
Ability to handle and prioritize multiple tasks in a fast-paced environment.
Proficient in using customer service software, CRM systems, and other relevant tools.
Demonstrated ability to work independently and collaboratively within a team.
Strong attention to detail and accuracy in record-keeping.
Flexibility to work varying schedules, including weekends and holidays, if required.
Benefits and Perks:
Competitive salary package based on qualifications and experience.
Comprehensive health insurance coverage.
Opportunities for professional growth and career advancement.
Work-life balance with flexible work-from-home privileges, hybrid setups, or full-time office setups.
Collaborative and inclusive work environment.
Employee recognition programs and rewards.
Ongoing training and development programs to enhance your skills.
Note: Only shortlisted candidates will be contacted for further steps in the selection process. We appreciate your understanding.
Job Type: Full-time
Salary: Php25,000.00 - Php35,000.00 per month
Benefits:
- Health insurance
Schedule:
- 8 hour shift
- Holidays
- Night shift
- Overtime
- Weekends
Supplemental pay types:
- 13th month salary
- Anniversary bonus
- Bonus pay
- Performance bonus
- Yearly bonus
Ability to commute/relocate:
- Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)
Experience:
- BPO/Call Center: 2 years (Required)
- Chat Support: 1 year (Required)
- Email Support: 1 year (Required)
- Inbound/Outbound Calls: 1 year (Required)
Language:
- English (Required)
