Customer Service Representative

📌 Core Information

🔹 Job Title: Customer Service Representative

🔹 Company: One Contact Center

🔹 Location: Remote and Ortigas Site

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Engaging with customers via phone
• Providing answers on product, pricing, and availability
• Handling data entry and customer inquiries
• Resolving issues and maintaining records

ASSUMPTION: The job is likely customer-facing, requiring strong communication and interpersonal skills. Assumed that "Remote" in location refers to work possible outside the main office but still requires physical presence somewhere.

📋 Key Responsibilities

✅ Communicate with customers via phone

✅ Provide knowledgeable answers to questions about products, pricing, and availability

✅ Perform data entry in various platforms

✅ Respond to customer inquiries

✅ Resolve customer issues

✅ Provide product/service information

✅ Handle customer transactions

✅ Maintain customer records

✅ Escalate complex issues

✅ Demonstrate empathy and patience

✅ Identify opportunities for improvement

✅ Provide feedback and suggestions

✅ Maintain a knowledge base

ASSUMPTION: The role involves a dynamic and fast-paced work environment, necessitating the ability to handle multiple tasks efficiently.

🎯 Required Qualifications

Education: Not specified

Experience: At least 1 to 3 years of BPO experience

Required Skills:

• Excellent phone etiquette
• Excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work

Preferred Skills:

• Experience in customer service roles
• Familiarity with CRM systems

ASSUMPTION: The education level is not specified, focusing instead on experience and skill sets, particularly in customer service and BPO environments.

💰 Compensation & Benefits

Salary Range: Not specified – typically competitive within the industry

Benefits:

• Possibility of health insurance
• Performance bonuses
• Paid time off

Working Hours: 40 hours per week

ASSUMPTION: Benefits are standard for the industry; specifics require direct inquiry with the company. Working hours imply a full-time role.

📌 Applicant Insights

🔍 Company Context

Industry: Outsourcing and Offshoring Consulting

Company Size: 501-1,000 employees, indicating a medium-sized company providing diverse roles and growth pathways.

Founded: 2000

Company Description:

• Leading provider of outsourced customer care and back-office solutions
• Pioneered offshore outsourcing in the Philippines
• Runs 24/7/365 operations

Company Specialties:

• Call Center Services
• Email Support
• Live Chat Support

Company Website: http://www.onecontactcenter.com/

ASSUMPTION: This company profile suggests stability and a successful history in the industry, appealing to candidates looking for a reliable employment opportunity.

📊 Role Analysis

Career Level: Entry to mid-level

Reporting Structure: Likely reports to a Customer Service Manager

Work Arrangement: Fully on-site at the Ortigas office

Growth Opportunities:

• Possibility to advance to team lead roles
• Opportunities for skills development
• Potential for lateral movement within the company

ASSUMPTION: Emphasizing growth potential within customer service roles, which may appeal to individuals aiming to build their careers in the outsourcing industry.

🌍 Location & Work Environment

Office Type: Modern office in a first-class building

Office Location(s): Antel Global Building, Ortigas, Pasig City, Philippines

Geographic Context:

• Located in a key business district
• Accessible by public transportation
• Centrally located with numerous amenities

Work Schedule: Standard business hours with potential for shift work

ASSUMPTION: The office setting is conducive for professionals seeking a corporate environment with convenient access to city amenities.

💼 Interview & Application Insights

Typical Process:

• Initial phone screening
• On-site interview
• Skills assessment test

Key Assessment Areas:

• Communication skills
• Problem-solving abilities
• Customer service aptitude

Application Tips:

• Tailor your resume to highlight relevant experience
• Practice common customer service scenarios
• Research the company and its culture

ATS Keywords: Customer Service, Communication, Problem Solving, Empathy

ASSUMPTION: The interview process will assess a candidate’s fit within a customer-facing role, emphasizing interpersonal and technical skills.

🛠️ Tools & Technologies

• CRM software
• Call center systems
• Office applications

ASSUMPTION: Familiarity with general CRM tools is beneficial and commonly expected in customer service roles.

👔 Cultural Fit Considerations

Company Values:

• Commitment to customer satisfaction
• Continuous improvement
• Integrity in operations

Work Style:

• Collaborative team environment
• Proactive problem-solving approach
• Emphasis on effective communication

Self-Assessment Questions:

• How do you handle difficult customers?
• What strategies do you use to prioritize tasks?
• Why are you interested in the outsourcing and offshoring industry?

ASSUMPTION: Culturally aligned candidates will demonstrate a proactive approach to customer service and an eagerness to contribute to a team-oriented environment.

⚠️ Potential Challenges

• High-pressure environment
• Handling escalated customer issues
• Adjusting to shifting schedules
• Learning diverse product lines

ASSUMPTION: The challenges are typical of customer service roles in BPO settings, requiring robust adaptability and stress management skills.

📈 Similar Roles Comparison

• Compared to sales roles, less focus on product promotion
• Compared to technical support roles, more focus on customer interaction
• May have fewer advancement opportunities compared to larger tech firms

ASSUMPTION: Role comparisons provide context for applicants to evaluate their career growth and role expectations within the BPO sector.

📝 Sample Projects

• Project to improve response time efficiency
• Initiatives for enhancing customer service training
• Participation in customer satisfaction surveys

ASSUMPTION: Sample projects reflect typical BPO sector initiatives aimed at enhancing service delivery and customer satisfaction.

❓ Key Questions to Ask During Interview

• What are the growth opportunities within the company?
• How is success measured in this role?
• What is the team structure like?
• What training programs are available for new hires?
• How does the company handle high call volumes?

ASSUMPTION: These questions help candidates assess role alignment with career goals and their prospective work environment.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the company's website at this link
• Prepare a resume that highlights relevant skills and experience
• Include a cover letter demonstrating interest and alignment with company values
• Be ready for potential phone screenings and interviews
• Ensure availability for on-site visits, if needed

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.