Customer Service Representative  

We are looking for talented Customer Service Representatives to join our growing team and work on very exciting venture backed Fintech startup. As the Customer Service Representative, you will be tasked to assist our customers in solving their pressing queries.

Tasks and Responsibilities:

• Answer any questions and concerns by potential clients in a timely and concise yet attractive manner via phone, email, chat or various social media platforms;
• Be able to describe what PawnHero does and why a customer should use it over traditional pawnshops and how PawnHero works;
• Provide detailed yet easy instructions to clients on how to prepare any items to be pawned;
• Schedule the pick-up with the partner logistics or in house logistics;
• Remind customers on when will the items be picked up from their place;
• Ask client’s preferred means (phone or email) in updating them about the pawned item(s) once received;
• Once appraisal is completed, follow through the customer based on their preference;
• Advise client that cash will be deposited in their account or whichever payment method was chosen;
• Update client’s record on the system and set an alert to remind them about the maturity of the item pawned;
• Call and/or send emails to clients to remind them about the due date of the pawned item;
• Entertain renewals;
• Discuss the available payment methods to clients and ask which they prefer; and
• Suggest solutions in case of late payments.
• Contribute to the team's general knowledge of best practices for customer service and customer relations.
• Work with a team towards a common goal and learn new things.
• Contribute to continual improvement by suggesting improvements to customer experience.
• Continually maintain working knowledge of all company products, services, and promotions.

• Bachelor’s degree or any 4-year related course.
• At least 2 years of related experience.
• Knowledgeable and proficient in customer service tool (experience working on Zendesk Tool is a must).
• Likes directing the customer interaction.
• KPI driven and able to make operational improvement decisions based on numbers.
• Excellent English communication skills.
• Detail-oriented, logical, and fast-learner.
• Ability to prioritize work to meet deadlines and productivity goals.
• Strong interpersonal skills and customer service orientation, always provides information in an efficient and accurate manner.
• Willing to work in Multinational Avenue, Parañaque City.