Multichannel Customer Service Representative (Blended) | On-site

About Us:

Welcome to EastWest BPO, where we've been experiencing phenomenal growth since 2009 and we're thrilled to share our excitement for what's to come! We've expanded from a single location to four, including two domestic offices in Ortigas Pasig and San Fernando, Pampanga, as well as two international offices in Virginia and Atlantic City and we've earned over 50 loyal clients across multiple industries. And the best part? All of this growth has come from client referrals and word-of-mouth recommendations alone, without any need for marketing or advertising. We value career growth and have seen many of our employees climb the ranks.

Discover exciting possibilities that await you at EastWest BPO! Join the #EastWestBPOfamily!
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Job Description:

We are seeking a highly skilled and motivated Multichannel Customer Service Representative to join our team and provide outstanding customer support to our offshore client. As a Multichannel Customer Service Representative, you will be responsible for handling customer inquiries and resolving issues via email, chat, and inbound/outbound voice calls. You will play a crucial role in ensuring customer satisfaction and maintaining the reputation of our client's business.

Qualifications:

• With at least 6 months voice call center experience handling US accounts.
• With at least 6 months experience as an Email/Chat Support handling US accounts.
• Min Typing Speed of 40-50wpm with 95% accuracy (faster preferred)
• Grammar Assessment passing score > 32/40 (80%)
• Excellent comprehension skills with a perfect score of 15/15 (100%).
• Experience in sales is a plus.
• Outstanding written and verbal communication skills, great email, chat, social media, phone etiquette.
• Genuine care for customers & clients.
• Customer focus and adaptability to different personality types.
• Ability to ask prying questions and diffuse tense situations.
• Knowledge of CRM platforms is a plus.
• Flexibility to work in shifts, including weekends and holidays.
• Passion for delivering exceptional customer service and ensuring customer satisfaction.

Requirements:

• On-site | San Fernando, Pampanga
• Full-time Graveyard Shift
• 5 days a week, 2 days off, rdot when needed
• Salary for this position will depend on the candidate's level of qualifications and experience.
• For permanent position.
• Not presently employed by another company.

Responsibilities:

• Handle inbound order entry and order status calls made by new and existing customers.
• To assist customers with queries via Emails/Chats and deal with multiple customers at the same time.
• Follow communication scripts when handling different topics.
• Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives.
• Seize opportunities to upsell products when they arise.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.

Disclaimer:

• This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the company. Management reserves the right to modify, add, or remove duties as necessary.