Job description
Now Hiring: Customer Service Representative (Hybrid) at Enshored Inc.
Join Enshored Inc., a leading specialist in delivering exceptional customer experiences, as a Hybrid Customer Service Representative in Pasig City. In this role, you will be the primary point of contact for customers, handling inquiries, resolving concerns, and delivering accurate information with professionalism and empathy. This position offers a flexible blend of on-site and remote work, designed to support work-life balance while you contribute to a vibrant, global team.
As a CSR at Enshored, you will engage with customers across multiple channels—phone, chat, email, and social media—striving to resolve issues on the first contact and ensuring a positive experience every time. You will collaborate with colleagues across departments to provide accurate product guidance, troubleshoot problems, and document interactions in our CRM with meticulous attention to detail. We value clear communication, accountability, and continuous improvement, and offer comprehensive training and ongoing coaching to help you grow.
What we offer: competitive compensation, performance-based incentives, robust benefits, and opportunities for career advancement within a global organization. If you are passionate about helping people, possess a customer-first mindset, and are comfortable navigating a hybrid work environment, we want to hear from you.
Responsibility
- Respond to inquiries via phone, email, chat, and social media in a friendly, professional manner to resolve issues and build trust.
- Accurately document interactions in the CRM, update customer records, and maintain data integrity.
- Resolve customer concerns by clarifying issues, identifying root causes, and delivering timely, policy-compliant solutions.
- Manage multiple channels simultaneously, prioritize tasks, and ensure timely follow-up with customers.
- Escalate complex or high-risk cases to appropriate teams while owning the issue until resolution.
- Provide product and service information, troubleshooting steps, and guidance on features, with appropriate upsell opportunities when suitable.
- Collaborate with teammates and supervisors to share feedback and contribute to process improvements that enhance the customer experience.
Qualification
- High school diploma or equivalent; bachelor’s degree preferred; 1+ year of customer service experience is a plus.
- Excellent spoken and written English; additional Filipino is advantageous.
- Strong problem-solving, active listening, and interpersonal skills.
- Ability to work in a hybrid setup with consistent performance and reliability.
- Proficiency with CRM software, ticketing systems, and basic data entry; accurate documentation skills.
- Multitasking and time-management abilities; capable of meeting targets and quality metrics.
- Adaptability, resilience, and a customer-first mindset; flexibility to work during local Philippines business hours or shifts as required.