Customer Service Representative II

• Handle customer inquiries via a maximum of two communication channels such as phone, email, or chat
• Provide in-depth information about products and services
• Resolve complex customer issues in a timely and efficient manner
• Follow up with customers to ensure issues are resolved satisfactorily
• Accurately document customer interactions in the organization's CRM
• Handle escalated cases and ensure efficient resolution
• Manage high-pressure situations professionally and calmly
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Improve product, service, and process knowledge through training and continuous learning
• Collaborate with other departments to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

• Minimum of 2 years of previous customer service experience, preferably in a call center environment
• Strong communication skills, both verbal and written
• Knowledge and experience with a CRM
• Proficient in using computers and various software applications
• Strong problem-solving skills
• Strong attention to detail
• Schedule of 20–24 hours per week; schedule is subject to change
• Remote work in the Philippines

• Company-provided equipment
• Training programs and continuous learning modules
• Equal Employment Opportunity protections