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Outsource Customer Service to the Philippines

Support your client base with customer service outsourcing in the Philippines

 

Are you looking to outsource customer service? Whether you’d like to scale your onshore customer service team or build a new one from scratch offshore, it’s vital to make sure that you have a partner that can quickly source and hire the right people for the job. After all, your customer service team is crucial to maintaining solid relationships with your clients.

For over two decades, the Philippines has been hailed as one of the best outsourcing destinations in the world. But what makes the Philippines tick? The culture of hospitality. Considered among the friendliest people you would ever meet, Filipinos are empathic and hospitable individuals who are always ready to lend a helping hand. With these positive virtues and high proficiency in English, they make an exceptional team of customer service representatives.

This is exactly why the BPO industry in the Philippines is booming! With over 500,000 professionals currently employed in the customer service sector, there are plenty of highly experienced customer service professionals who can immediately join your organization.

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Our customer service representatives are highly employed in the following industries:

• Telecommunications
• Financial Services (Banking, Insurance, Investments)
• Retail
• E-commerce and Online Retail
• Healthcare
• Travel & Hospitality
• Food Industry
• Construction & Engineering
• Education
• Professional Services

Top Outsourced Customer Service Representatives, Total Care:

How we reach and keep top outsourced customer service representatives

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Offshore Customer Service Representative Work

In the Philippines, CSRs come from all types of educational backgrounds. They don’t come from a particular school or graduate with a degree. In fact, some of them are short-course graduates. On average, over 400,000 graduates join the formal economy each year, and most of them start their careers in the customer service industry. Here are the customer service representative roles categorized by years of experience:


Junior Customer Support Representative

Junior Customer Support Representative

1- 2 years of relevant customer service experience

 

Skills

• Basic written and verbal communication skills
• Basic interpersonal skills
• Digitally literate
• Open to learning key aspects of products/services

 

Responsibilities

• Processes orders, forms, applications, and tickets
• Assists other CSRs in preparing information or answering queries
• Performs work assignments using applications or other automated systems
• Resolves basic customer concerns

Experienced Customer Support Representative

Experienced Customer Support Representative

2 to 4 years of relevant customer service experience

Skills

• Good written and verbal communication skills
• Active listener and problem-solver
• Proactive and patient in customer interactions
• Has in-depth knowledge of the products/services owned by the company

 

Responsibilities

• Handles both inbound and outbound calls
• Responds to customer queries through varied communication channels
• Resolves advanced customer complaints

Senior Customer Support Representative

Senior Customer Support Representative

4+ years of relevant customer service experience

 

Skills

• Excellent written and verbal communication skills
• Positive and adaptive in a fast-paced environment
• Has in-depth knowledge of customer service and retention strategies
• ast experience in interacting with customers from different locations

 

Responsibilities

• Managing junior customer service representatives
• Provides feedback and suggestions to improve the customer service process
• Keeps a record of customer interactions, transactions, and feedback

Customer Service Representatives Tools

Customer relationship management software (CRM) is the most valuable tool for all CSRs. A typical CSR candidate would have good experience in using some of the most popular CRM systems.

Our offshore customer service representatives adapt quickly to specific CRM systems you want your team to use because these platforms generally have a lot of similarities. Depending on the number of tools and the complexity of the processes, products, and breadth of customer transactions, training your CSRs to your specific CRM system would not be a problem. Getting them up to speed may only take you 1 to 3 weeks.

Typically, all outsourced customer service representatives in the Philippines are proficient or have intermediate experience in using market-leading CRM systems, such as:

                         

Save up to 72% on labor costs when you outsource customer service representatives to the Philippines.

 

Contact us to get your offshore customer service representative salary estimate and learn more about outsourcing in the Philippines today!

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Helping to build Your Team, Your Way.

Just tell us about any areas of your company that cause you grief or that you’d like to improve. Outsourcing may be the answer. Then again, it may not be. But after a quick chat with us, you’ll know one way of the other. So drop us a line and we’ll answer any questions you have.

We’d love to speak with you about how Emapta can support your business.

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