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OX Group Global · 4 hours ago

Customer Service Representative

United States

Full-time

Remote

New Grad, Entry Level

OX Group Global is focused on delivering a professional image and ensuring customer satisfaction. The role involves managing incoming calls, solving customer issues, and providing product information to enhance the overall customer experience.

ConstructionSmall and Medium BusinessesWholesale

No H1B

Responsibilities

Deliver excellent customer experience by providing product information, solve problems and processing orders

Demonstrate excellent customer service skills in every interaction and ensure timely, one-contact resolution with customers

Effectively escalate customer issues using empathy and conflict resolution skills

Utilize effective time management and prioritisation skills in order to handle a high volume of calls in a fast-paced environment

Ability to investigate, in detail, a customers issue to identify the cause of the fault

Take phone calls to support our customers via phone

Quote processing, Order processing and Sample order processing

Review and maintain open orders on a daily basis to ensure all Open Cases, Delivery Blocks, Billing Blocks, Incomplete orders and orders delayed for any reason are proactively managed

Call Quality Assessments completed with Team

NPS: >30

Emails in inbox greater than 48 hours: <2

Open Cases at end of month: > 10

Qualification

Customer service skillsActive listeningProblem-solvingNegotiation skillsOrganisational skillsInterpersonal relationshipsProfessionalismCommunication skillsTime managementIntegrity

Required

Experienced

Deliver excellent customer experience by providing product information, solve problems and processing orders

Demonstrate excellent customer service skills in every interaction and ensure timely, one-contact resolution with customers

Effectively escalate customer issues using empathy and conflict resolution skills

Utilize effective time management and prioritisation skills in order to handle a high volume of calls in a fast-paced environment

Ability to investigate, in detail, a customers issue to identify the cause of the fault

Take phone calls to support our customers via phone

Quote processing, Order processing and Sample order processing

Review and maintain open orders on a daily basis to ensure all Open Cases, Delivery Blocks, Billing Blocks, Incomplete orders and orders delayed for any reason are proactively managed

People oriented and results driven

Excellent active listening, negotiation and presentation skills

Competence to build and effectively manage interpersonal relationships at all levels of the company

Effective relationship building, networking and influencing skills

Excellent communications skills – written, verbal and interpersonal - with an ability to tailor communication style to diverse audiences

Excellent organisational skills and attention to detail

Ability to prioritise tasks and to delegate them when appropriate

Ability to identify, analyse and develop effective solutions to problems

Ability to act with integrity, professionalism, and confidentiality

Candidates must be located in Cebu, Philippines