# Membership Concierge Representative

**Company:** [iSupport Worldwide](http://jobs.workable.com/companies/1aXDcgEyBCe8D926xEv7SH.md)
**Location:** Pasig, Philippines
**Workplace:** on site
**Employment type:** Full-time
**Department:** iSwerk

[Apply for this job](http://jobs.workable.com/view/c7ac0e14-00a3-4f5b-8cee-cec8e468a14f)

## Description

### **What is your mission?**

We are looking for a **Membership Concierge Representative** to provide exceptional support through phone, chat, email, voicemail, and other communication channels while handling customer inquiries, order processing, billing-related concerns, and escalations. This role focuses on delivering outstanding customer service, achieving first-call resolution, supporting sales opportunities, and ensuring a positive customer experience across multiple accounts.

**You will provide the best service to our partner brands by performing these tasks:**

-   Handle customer inquiries and support requests through phone, click-to-chat, email, voicemail, and other communication channels.
-   Manage and resolve escalated customer concerns in a timely and professional manner.
-   Provide accurate information regarding products, services, billing concerns, and existing customer orders.
-   Process customer orders received through phone, email, voicemail, and other authorised channels.
-   Strive to achieve first-call resolution and ensure a positive customer experience.
-   Investigate customer concerns and determine appropriate solutions based on customer needs.
-   Support sales initiatives by recommending related products, services, or promotional offers when appropriate.
-   Handle customer interactions with empathy, professionalism, and a strong focus on customer satisfaction.
-   Maintain effective communication with internal departments to ensure issue resolution and service continuity.
-   Work across multiple systems and applications while managing voice, chat, and administrative tasks simultaneously.
-   Consistently meet or exceed sales targets, service level objectives, and performance expectations.
-   Maintain exceptional attendance, punctuality, and adherence to company standards.
-   Adapt to changing business requirements and support departmental growth initiatives.
-   Share best practices and contribute to a collaborative team environment.
-   Complete additional projects and duties as assigned.

## Requirements

### **Who are we looking for?**

-   Bachelor's degree in any field.
-   Minimum 2 years of customer service experience in a contact centre, customer support, or service-oriented environment.
-   Experience in both sales and customer service environments is preferred.
-   Experience handling customer escalations, billing concerns, and account-related inquiries is preferred.
-   Knowledge of billing and invoice processing.
-   Advanced proficiency in Microsoft Excel, including Pivot Tables, Conditional Formatting, Charts, and Data Tables.
-   Experience using click-to-chat platforms, phone systems, email applications, and Microsoft Office tools.
-   Strong and professional written, verbal, and telephone communication skills with fluent English proficiency.
-   Excellent organisational skills, time management abilities, and attention to detail.
-   Ability to multitask across calls, chats, emails, and multiple software applications simultaneously.
-   Strong problem-solving abilities with a customer-focused mindset.
-   Ability to handle sensitive, emotional, or challenging customer situations with professionalism and empathy.
-   Flexible and willing to work on weekends, holidays, and changing schedules when business needs require.

## Benefits

### **Why you'll love it here?**

-   Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
-   Access to an onsite gym with a complimentary professional fitness instructor.
-   Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
-   Weekly employee engagement activities with prizes of up to ₱3,000.
-   Free upskilling academy to support career growth and professional development.
-   State-of-the-art office facilities and modern workstations.
-   Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
-   Fun, collaborative, and employee-focused work environment.