In most organizations or businesses, customer service specialists serve as internal experts, deeply aware of the company's programs, products, and policies. Customer service specialists are also known as customer service representatives.
When it comes to offering exceptional customer service, Filipinos are natural-born pros.
Given our long-standing cultural traditions of hospitality, friendliness, and compassion, we shouldn't be shocked, which have ingrained in us the ability to be compassionate and courteous employees.
Additionally, fluency in English allows Filipinos to excel and be the preference for work by any English-speaking organization.
Similarities of Role to Virtual Assistant Jobs
Customer service is essential to any business. Virtual assistants specializing in customer service are similar to ordinary virtual assistants. However, they specialize in tasks dealing with customer inquiries and customer care.
Virtual assistants will be available to assist the clients through telephone, email, social network messenger, or the live chat feature on your website.
Companies may hire a customer support representative if they need to provide customer service or immediate response to customer queries. Customer support will also troubleshoot problems that customers will raise on specific products or services.
A general VA deals with administrative tasks such as managing emails, setting appointments, and drafting reports needed for decision making. In contrast, a customer service VA deals with customers and responds to inquiries via email, website, and social media channels.
Common Remote Customer Service Type
Any business that wants to succeed and earn customer loyalty must provide excellent customer service. Companies may outsource various types of customer service to the Philippines.
Here are the common types of customer service:
Live Chat Support
Consumers may need the assistance of a live chat representative to handle their product or service issues. Businesses may benefit from this service since immediate responses can better customer satisfaction.
Chat assistance is essential to any successful customer service program because it allows customers to connect with representatives in cases of urgency. Live chat support is the go-to channel for customers requiring immediate assistance to redress or rectify problems.
When companies hire chat support professionals online, the following are the minimum requirements:
- Experience as live chat support professional, or in a relevant related sector, of at least one year is required
- Typing speed and accuracy
- Multitasking
- Bachelors degree
- Exceptional communication skills are possessed
- Analytical skill
Email Support
Email support professionals can assist customers in contacting the firm and addressing their issues or concerns. This role primarily concerns creating solid connections with the company's customers and making recommendations for products and services, among other things.
When companies email support online, the following are the bare minimum requirements:
- Minimum 2-year experience in email support and email management
- Basic computer navigation skills
- Good command of the English language
- Willingness to work on shifting schedules
- At least two years of college education
Customer Service Representative (CSR)
A customer service representative (CSR) assists customers by answering questions and providing helpful information needed to address difficulties encountered by clients with the use of products or on the service rendered.
This position requires the customer support representative to put oneself in the customers' shoes.
When companies hire a remote CSR, they would require the following:
- Proven track record of customer service
- Outstanding communication and presenting abilities
- Capability to successfully multitask, prioritize, and manage one's time
- Applicants must possess a high school diploma or equivalent; a college degree is preferred.
- Proven track record of exceeding quotas
- Practical telephone call management skills and active listening
- Familiar with customer relationship management (CRM) systems and procedures
- Customer orientation and adaptability/response to many sorts of personalities
Social Media Support Specialist
The social media expert is not only responsible for creating and delivering compelling digital content for different social media platforms, such as Facebook, Twitter, and Instagram. They also handle these social media channels, engage followers, and respond to customer messages needing support or inquiring about products or services.
When companies a social media marketing specialist, the following are the bare minimum requirements:
- Bachelor's degree in journalism, public relations, communications, marketing, or a closely related discipline
- Three or more years of expertise in social media, including content development and management in a corporate or agency context
- Extensive experience with a variety of analytics applications
- Knowledge of HTML and CSS is required for this position.
- Ability to multitask and manage time effectively, as well as prioritize tasks
- Capacity to operate in a high-pressure, fast-paced atmosphere.
- Excellent writing and verbal communication skills are required, as is an in-depth knowledge of social media management and planning.
Sales Support Specialist
Sales support specialists assist sales representatives in providing a positive client experience. They'll also help the team with various administrative chores, such as scheduling meetings and responding to customer concerns.
When companies a sales support specialist, the following are the bare minimum requirements:
- Proven experience as a sales support expert or associate in sales support
- Practical knowledge of ERP and CRM systems
- Superior communication abilities
- Capacity for analysis and multitasking
- Collaboration and motivating abilities
- Proficiency with the Microsoft Office Suite, especially with MS Excel
- Comprehensive knowledge of sales concepts and customer service procedures
- A bachelor's degree in marketing or an associate's degree in a related subject is preferred.
Technical Support Representative
In a call center environment, the technical support representative is responsible for providing technical support to end-users. They will also guide them through resolving their network and technical issues.
Aside from resolving issues related to password and username, other solutions include:
- Uninstalling or reinstalling software applications
- Power cycling equipment
- Performing other tasks such as navigating through application menus
Support will be provided by knowledgeable and professional representatives who will clearly and professionally communicate their technical solutions.
When companies a technical support specialist, the following are the bare minimum requirements:
- High school graduation and a desire to learn on-the-job training
- Strong communication skills and the ability to maintain a professional demeanor in all situations
- Knowledge of Windows, Linux, or Mac operating systems, as well as Microsoft Office applications, is required
- Identify issues quickly, formulate solutions, and carry out step-by-step troubleshooting processes
Required Skills of a Remote Customer Representative
If you are not providing excellent customer service, the chances are that companies will lose customers. Companies must hire the right people to serve as their customer service representatives. They are the face of your company and should be equipped with the following necessary skills to improve their performance.
Communication Skills
Communication skills are very important for becoming a successful customer service representative. Aside from speaking clearly and confidently, you also need to know what your customers want from you. For instance, if you're writing an email, make sure that you use grammar and spelling consistent with the positive attitude the company needs to project.
Computer Skills
To become a successful customer service representative, you must have the necessary tools and resources to help your customers. Aside from being able to use Microsoft Office, an aspiring CSR should also be familiar with other communication tools that the companies use.
Listening Skills
Aside from speaking clearly and confidently, you also need to have these skills in phone communication. To be successful, you also need to listen carefully to what your customers have to say and then respond in a way they can understand. This way, you can provide the necessary solutions or advice to the customers based on company standards.
Workload Management
One of the essential skills that a customer service representative needs to have is managing their workload. As a support agent, you need to meet deadlines regularly. Having the right skills in this area can help you meet these goals and improve. Aside from being able to manage your time, it would help if you also focused on other areas, such as setting realistic goals and maintaining a positive work environment.
Empathetic
Being able to empathize is a skill that every customer support agent should have to win their customers' trust. Having this ability can help them feel that there is someone who can truly understand their feelings.
Although every agent should have this skill, empathy can be developed over time. Empathizing with the customers can help you become a better customer service representative. Aside from listening carefully to what your customers say, you must also follow company policies and procedures.
Takeaway
Full-time and part-time opportunities are available at remote call center operations, which employ expert support agents who work flexible hours, including evenings and weekends, to provide customers with prompt and courteous assistance. But more and more companies hire CSRs working from home due to the improving internet speed and advancement of telecommunication tools.
Our job marketplace is full of CSR jobs posted regularly. You can apply directly to these posts and jumpstart your career in customer service.
Create your free account now and start joining thousands of Filipino remote workers in the CSR industry! Companies are looking for more remote customer service rep to represent their products and services and help their customers.
