Customer Service Representative - pasigHCM Nexus

Position Summary:
The eCommerce Customer Service Representative (CSR) is responsible for customer outreach and satisfaction. They will interact with customers using multiple communication channels in order to answer and assist with various questions relating to eCommerce. The ideal candidate will focus on improving the customer experience and satisfaction and will be proactive in reaching out to our customers to offer support.
Major Responsibilities:
• Interacting with customers via telephone, e-mail, or virtual face-to-face to assist with a variety of customer inquiries and issues.
• Overcome problems, resolving customer concerns through active listening, empathy, professionalism, and problem solving.
• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
• Must be able to work in a fast-paced, structured and dynamic environment, with the ability to maintain composure in stressful situations and manage and diffuse any customer issues.
• Ability to demonstrate functional skill in communicating and explaining basic processes to the customer including website login, password reset, clear browser cache and checkout process, with primary focus on customer satisfaction.
• Has a keen awareness of company policies and procedures while applying sound judgment within scope.
• Seek opportunities to identify website improvements that would help improve customer experience.
Qualifications
Required Education / Experience / Skills:
• Minimum of 1-2 years of experience as a Customer Service Representative or a related field.
• Experience with JIRA.
• Experience writing customer education content including How-To's.
• Experience assessing and responding to customer support requests, feedback, and complaints including the ability to triage which requests are urgent and when to use de-escalation strategies.
• Organized, detail oriented and accurate.
• Excellent verbal and written communication skills.
• Self-starter and a strong team player.
• Fundamental understanding of eCommerce applications
Language: English
Shift: Night shift