• Master the client's business systems, technology, workflows, and standard operating procedures.
• Provide first-level customer support through inbound/outbound calls, connecting with potential customers who have expressed interest in the client's painting services.
• Assess customer needs during each call, offering detailed information about services available in their region and scheduling free estimate appointments to convert inquiries into booked appointments.
• Record and manage customer interactions accurately using Salesforce and, when necessary, Hatch, ensuring every call is dispositioned and all follow-up actions are appropriately tasked.
• Execute data entry tasks, such as creating leads in Salesforce from email or other channels, updating cadence steps, and handling related responsibilities.
• Address common customer issues and complaints, creating cases when needed and escalating complex inquiries to management as required.
• Use rebuttal scripts and strategies to overcome objections, answer frequently asked questions, and increase booked estimate appointments.
• Maintain a positive, empathetic, and professional demeanor in all interactions with customers or field representatives while upholding the client's brand voice and values.
• Collaborate closely with the onshore team to share best practices and utilize data-driven insights to enhance service delivery.
• Take on additional responsibilities as you master inbound/outbound calling and data entry tasks.
  
  
  

• Proven experience in customer service, ideally in a call center setting, with a strong customer-centric and empathetic approach.
• Adaptability and professionalism in interacting with a variety of customer personalities.
• Exceptional verbal and written communication skills in English.
• Naturalized or Near Native American Accent.
• Strong multi-tasking abilities, detail orientation, time management, and problem-solving skills.
• 1-3 years of customer service experience.
• Experience in handling US voice accounts.
• Proficiency in Salesforce or similar CRM systems.
• Experience in the home services industry (a plus).
• Ability to work Eastern Time Zone hours.
  
  
  

• HMO coverage with two free dependents upon regularization
• VL/SL credits upon regularization
• Friendly and supportive work culture
• 13th-month pay and other Philippine-government-mandated benefits
• Non-taxable allowances
• Pay increases, performance bonuses, birthday gifts, and many more
  
  
  

• Full-time position
• Hybrid work setup with on-site training
• Monday to Friday, 9 AM - 8 PM EST (possible extension until 10 PM EST)
• Office Address: 7th Floor, Block 2, Lot 5, Aseana City, Parañaque, 1700 Metro Manila
  
  
  

Please refer to job description.