Customer Service Associate for Front Office (Seasonal - Nov 4 Start) - Manila, PH

Company Description

About Balsam Brands: Balsam Brands is a global eCommerce retailer with roots in holiday and home décor. Our flagship brand is Balsam Hill, the world’s leading retailer of artificial Christmas trees and holiday décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have an impact in a people-first company that values relationship-building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Ireland, the Philippines, and most recently - Mexico City!

• Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/
• Balsam Brands on Instagram: https://www.instagram.com/balsam_brands/
• Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes.
  
  
  

Job Description

Balsam Brands is looking for Customer Service Associates (CSA) for Front Office (FO) to join our seasonal Customer Service Team in the Philippines. The CSA will collaborate closely with the Customer Service Front Office Team Leader to deliver exceptional customer support through email, live chat, and SMS/WhatsApp. The ideal candidate will be responsible for addressing, processing, and resolving customer inquiries for either domestic or international brands, in a timely and professional manner. This role demands a strong customer service orientation and the ability to work efficiently with minimal supervision in a fast-paced environment. The Front Office CSA will work directly with the Customer Service Team Leader. 

This role is part of the BH US Wave 53 Training.

Training Start Date: November 4, 2024

End of Contract: December 15, 2024

What You’ll Be Doing

Customer Service via Email, Chat or SMS/WhatsApp    

• Deliver exceptional and engaging customer service across multiple brands via email, live chat, and SMS/WhatsApp.
• Consistently meet various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). 
• Uphold and represent the brand's values in all customer interactions across all channels. 
• Accurately and promptly update all customer interactions and requests. 
• Collaborate effectively with colleagues and supervisors to ensure timely resolution of customer issues. 
• Ensure all order-related requests are accurately created or updated in the back-end system as needed. 
• Identify opportunities for de-escalation and recognize when it is necessary to escalate customer service-related issues.
  
  
  

Other Duties And Responsibilities

• Maintain the confidentiality and security of all company files and sensitive information.  
• Contribute to the development and improvement of processes by providing feedback to enhance the overall customer experience.
• Perform other duties as assigned from time to time.
  
  
  

What We’re Looking For

• College level or Senior High School graduate  
• Experience
• Experience in customer service, business correspondence, corporate communications, or writing is preferred but not required.
• Excellent written English communication skills with the ability to understand and present information in various documents and spreadsheets.
• Remote work experience is a plus.  
• Behavioral Competencies
• Passion for delivering exceptional customer service. 
• Strong attention to detail to ensure accurate and consistent brand representation in all responses.       
• Strong analytical, problem-solving, and critical thinking skills.     
• Proficiency in MS Office applications and remote work using CRM and online communication tools.     
• Collaborative team player with strong professional communication skills   
• Proactive attitude and learner’s mindset (asks questions, gives feedback, clarifies potential issues, etc.)   
• Ability to manage multiple tasks and prioritize effectively.     
• Ability to accept constructive feedback and incorporate it into their work.
  
  

Location: The Customer Service Associate for Front Office role is a remote seasonal independent contractor position for Balsam Brands. Independent contractors should be located within Metro Manila, Bataan, Batangas, Bulacan, Cavite, Laguna, Pampanga, Rizal, and Tarlac areas only.

Our Must-haves

• Applications of past seasonal independent contractors who relocated outside of our allowed areas will be evaluated based on their current location and performance during their previous engagement by Balsam Brands.
• Must not have any planned trips or long vacations between November 4, 2024 to December 15, 2024, especially during the holidays.
• Must not have commitments conflicting with the scheduled work hours set by the CS Recruitment lead.
• Must have a dedicated, functional laptop that meets the following specifications:
• For Windows users:
• OS Windows 7 - 64 bit or higher
• Processor: Intel or AMD Dual Core with 2.0 GHZ up, Intel Core i3 or better
• Working MS Office 365 or any version
• RAM/Memory: 8GB or higher
• Storage: 128 SSD or 250GB HDD or higher
• For Mac users:
• Processor: Intel Core i3/i5/M series
• Updated Mac OS
• Working MS Office 365 or Apple built-in apps
• Memory: 8GB or higher
• Storage: 128GB or higher for SSD, 250GB+ for HDD
• Must have a fast, reliable DSL, Fiber, or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum actual speed of 50MBPS. Proof of subscription will be required.
• Must have contingency plans in the event of any power outages, connection disruptions or related circumstances.
• Must be willing and able to work on a flexible schedule depending on business needs. Shift adjustment requests will not be accommodated.
  
  

Note: An online assessment will also be part of the recruitment process.

Status: This is a contractual, home-based job that requires a scheduled eight (8) hours of work daily, five days a week. Paid overtime may be required. If performance is up to standard, the contract will be effective from November 4, 2024 to December 15, 2024. Note that there could be contract extensions depending on the needs of the business.

Additional Information

All your information will be kept confidential according to EEO guidelines.