Work Setup: Hybrid (once a week onsite)Location: Makati, Metro Manila  Summary: As a Customer Service Call Center Agent, you will be the frontline representative of shop.hersheys.com - our direct-to-consumer e-commerce chocolate gifting business.

You will handle customer interactions across various omni-channel platforms including voice, text, email, and chatbots.

Your primary focus will be to provide exceptional customer service by addressing queries related to order status, product information, shipment tracking, future product drops, promotional activities, customer appeasement and payment support.

You will embody our brand voice and ensure customer satisfaction in every interaction.  Major Duties/Responsibilities: Customer Interaction and Support  (40%)Handle inbound and outbound customer calls, emails, texts, and chatbot interactions efficiently and professionally.

Provide accurate information on order status, product details, shipment tracking, and other customer queries.

Resolve customer issues and complaints promptly, ensuring a positive customer experience.     Omni-Channel Engagement (30%)Engage with customers across various platforms, maintaining a consistent and professional brand voice.

Utilize CRM systems to manage and track customer interactions, ensuring timely follow-up and resolution.

Assist customers with payment processing and troubleshooting any related issues. Brand Representation and Customer Satisfaction (20%)Represent our brand in all customer interactions, ensuring a high level of professionalism and customer satisfaction.

Provide information on future product drops, promotions, and company updates to keep customers informed.

Collect and report customer feedback to help improve products and services. Team Collaboration and Continuous Improvement  (10%)Collaborate with team members and managers to improve service delivery and share best practices.

Participate in training sessions and workshops to enhance skills and stay updated on company products and services.

Assist in developing and refining customer service processes and protocols.   Minimum Education and Experience Requirements: Education: Bachelor’s Degree required, in any relevant field Experience: Must have at least 2 years of relevant experience Must have customer service experience handling North America market Must have an experience handling voice accounts and sensitive information Strong problem-solving abilities and attention to detail Ability to handle multiple tasks simultaneously and work under pressure Proficiency in using CRM software and other customer service tools Familiarity with omni-channel customer engagement platforms Passion for delivering exceptional customer service and representing the brand Amenable to a night schedule from 8:00 PM to 5:00 AM