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.

Job DescriptionThe DCX Client Services - Home-Based Promotional Customer Service Representative / Order Management 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 start as a 3-month contingent contract, with the possibility of being partnered with our clients in the United States. If selected by the client, the employee will then undergo a 6-month probationary period leading to a potential full-time position.

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

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

• 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.

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

• 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.

• 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 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: Php 30,000-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 AREDCX 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 beli...