Home-Based Customer Service Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Number of Openings: 1

The DCX Client Services Home-Based Customer Service Representative will assist clients in delivering excellent service to their partner brands by providing product and service information and resolving product and service concerns. This role will be responsible for driving customer satisfaction by receiving queries, resolving issues, understanding customer goals, and maintaining extensive product knowledge. You will also have a unique opportunity to act as a valuable team member for a partner, contribute to the success of their organization, and grow your skillsets as a Customer Service Representative.

REQUIRED CORE COMPETENCIES

• A highly proficient communicator in both spoken and written English

• Strong customer service orientation

• Excellent problem-solving and analytical skills

• Strong organizational and time management skills

• Ability to work independently

• Ability to function well in a high-paced and at times stressful environment.

WHAT YOU WILL DO

• Responsible for entering orders and handling the end-to-end process until the order reaches the customer.

• Make outbound calls to existing and prospective customers

• Take and process customer orders accurately

• Communicate changes in order status and production schedules with manufacturing suppliers, sales representatives, and clients.

• Responsible for building sustainable relationships and trust with customer accounts through open and interactive communication.

• Conduct cold calling to generate new business.

• Responsible for working with suppliers and the internal team on order issue resolution when needed.

• Source promotional products and apparel based on customer needs.

• Ensure production proof approvals are received and reviewed, and document proof and production status in internal systems.

• Ensure up-to-date records of customer interactions, transactions, comments, and complaints.

•  Maintain and update customer records in CRM systems.

• Provide excellent customer service and follow-up throughout the sales cycle.

• Responsible for documenting all order-related activities in various systems and maintaining order status updates in company internal software.

• Ensure that communication procedures, guidelines, and policies are followed.

• Ad hoc tasks aligned with those mentioned above.

WHAT WE LOOK FOR

• Education: Bachelor's degree in Marketing, Communications, and Business Administration, or any related field.

• Experience: 1-2 years of direct Promotional, Customer Service, or Order Management role.

• Language Proficiency: Strong verbal, written, and English communication skills.

• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.

• Technical Skills: Proficient in 365 Microsoft (Word, Excel, Teams, Outlook), Antera Software , Hubspot, Vonage Phone, Sage/ESP

• Industry-Specific Software/Knowledge:

• Direct experience in the promotional industry or comparable e-commerce experience is beneficial.

• Experience working with inbound and outbound calls, customer retention, and inside sales is preferred.

• Customer orientation and the ability to adapt to and respond to diverse types of characters.

• Familiarize yourself with CRM systems and practices.

WHAT WE OFFER

• Salary Range: Php 37,000 to 40,000

• Industry: Promotional Products

• Job Type: Full-time

• Work Shift: 8:00 AM - 5:00 PM CST (USA)

• Workdays: Monday through Friday (USA)

• Benefits of working with us:

• Industry-leading salary packages

• Permanent work-from-home setup

• Company equipment provided

• Internet stipends upon regularization

• HMO Coverage

• PTO credits and service incentive leaves

• Major spring and winter company live events

• Monthly employee appreciation virtual events

• Company-provided career skills training courses

• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!