Customer Service Representative
Description
* * * This position is 100% remote from the Philippines * * *
VIPdesk Connect is a certified B-Corp, a women-owned US-based corporation, and a Best Workplace winner committed to delivering “more human” customer service. Our core values are central to how we do business and we have partnered with some of the world’s best iconic brands to provide virtual customer service solutions and provide an elevated customer experience.
As a remote Customer Service Representative, you'll have the opportunity to use your experience and passion for customer care to deliver outstanding experiences to our client’s customers in the US and Canada through a variety of channels including phone, email, SMS, and chat. Your role is to handle all aspects of customer service with empathy, creativity, a problem-solving mindset, finding resolutions, and taking ownership of customer interactions using a variety of systems, tools, and resources.
* * * This position requires working from a secure home office 100% of the time. * * *
What You’ll Do
- Represent a diverse range of products and brands with expertise, positivity, and a can-do attitude
- Respond to customer inquiries and requests through phone, chat, SMS, and email with a focus on phone communication
- Address questions about orders, accounts, products, services, and website navigation assistance
- Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary
- Show excitement and appreciation for our client's brands, conveying their mission and values
- Take ownership of customer issues, solve problems, and exceed expectations with sound judgment
- Attend training and participate in cross-training opportunities to enhance skills and knowledge
- Meet performance metrics such as customer satisfaction, average handle time, quality, and productivity
- Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their individual differences, supporting initiatives to promote diversity and inclusion in the workplace
What We’re Looking For
- 1+ years of customer service in a Business Process Outsourcing (BPO) or call center industry
- High school diploma or equivalent
- Strong communication skills in English (both written and oral fluency)
- Technical proficiency and knowledge to troubleshoot issues, with the ability to learn and adapt to new systems and software
- Working knowledge of Microsoft Office Suite
- Respectful, flexible, and open-minded when dealing with a wide range of people
- Proficiency in identifying customer needs, asking effective questions, and guiding conversations to resolution
- Open to learning and growth, receptive to coaching and feedback
- Ability and stamina for clear and engaging extended phone conversation for the duration of a scheduled shift.
- Adaptable, self-motivated, and disciplined to work independently in a performance-based team
- Attention to detail and commitment to meeting quality standards
- Accurately document customer interactions
- Successfully pass pre-employment background checks as permissible by local and country regulations
- Own a cell phone that can be used for Multi-factor Authentication (MFA)
- Due to the home-based nature of this job, the team member is required to have reliable internet connectivity, speed and bandwidth, and a secured home-office environment that meets VIPdesk Connect requirements
Preferred Qualifications
- Experience working with a customer service ticketing system (e.g., Zendesk, Talkdesk)
- Previous remote work experience
Work Schedule Requirements
- Must have availability to work from Monday to Sunday. You will be working on a 9-hour shift (8-hour shift with a 1-hour lunch break), and all throughout your shift, you are expected to receive calls, chats, and emails to assist customers. You may be required to work a 1-weekend day (Saturday or Sunday) each week. Schedule may change based on business needs.
Selected candidates will work in the Philippines under local payroll system and statutory benefits.
Who We Are
At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and above all, happiness.
VIPdesk Connect is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. Our individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company’s achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.