Home-Based Customer Service Representative

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

WHAT YOU WILL DO 

• Run daily report of open orders and complete follow up for reason(s) listed on the report

• Periodically check for new orders throughout the day to set follow up dates & reasons

• Review orders to ensure ship date and method will result in timely arrival

• Track shipments on various shippers’ websites

• Communicate with manufacturers and AEs via phone, email.

• Answer questions from Billing, Collections, and other internal employees regarding assigned AEs' orders

• Retain and appropriately apply knowledge of multiple vendors & products

• Document all order-related activities in various systems

• Negotiate with manufacturers when necessary

• Relay compassion, desire to help and service oriented attitude, appropriately balancing empathy and firmness

• Report to work timely and consistently with minimal unplanned absences

• Provide backup to other customer service representatives

• Other duties as assigned

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 both Microsoft and Google applications. Basic exposure to Adobe Illustrator, Adobe Photoshop, and Canva is ideal.  

• 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: Php30,000-Php35,000 

• 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!