6 Customer care representativesoutsourced

Company Description
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
What you will be doing:
Joining Customer Care, you will be the primary point of contact for our customers and internal teams. You will assist with a wide range of queries from "How do I" questions to password resets, billing queries and online orders of the company's magazines and books with the aim of delighting our customers with every interaction.
General Job Duties:
Provide exceptional customer service via phone, chat and email meeting the company's SLA
Act as the first point of contact for all customer queries
Interact with the company's sales, training and product teams relating to customer care queries
Correctly capture any technical or complex queries and escalate to second line team
Provision and verify end user access to the company's products
Support sales managers and customer success where required
Conduct outbound calls to customers verify interest in the company's products (books)
Conduct some lead verification and sourcing for the company's sales teams
Contribute to maintaining our fantastic CSAT and NPS
Contribute to our FAQ and support articles
Any other tasks as required
Qualifications
Who does well in this role:
You have experience handling tiered support tickets for a data-focused software company (or similar)
Excellent communicator
You have exceptional writing skills and can communicate information in a clear, concise way to a variety of stakeholders on the phone, and by email. You know how to make clients happy and go out of your way to do so.
Organised
You can work in a fast-paced environment, juggling multiple tickets at the same time.
Data-driven
You're comfortable working with big data sets and can manipulate these to pull interesting insights using tools such as Excel
Ability to work independently on multiple tasks
Be your own CEO
Requirements for the role:
Bachelor's degree or Customer Service Work equivalent
Demonstrated understanding of Customer Service functions
At least 2 years' experience in a client-facing role within a fast-paced environment
Customer Support role in a B2B setting
CRM Experience required
Basic knowledge of Excel required
Knowledge of Salesforce strongly preferred
Fluent in English, Multi-lingual abilities are a plus (French, Italian or Mandarin)
Working hours
Rotating shifts to cover 24/5 operations, Mondays to Fridays
We would require one staff to work on Sundays for a 9-5 shift. We would like to reassign one staff member from the Friday shift to cover these hours.
Additional Information
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
SmartRecruiters

Muntinlupa City, Metro Manila
Permanent
Full-time