What a Customer Service Hire Can Do For Your Business
What a Customer Service Hire Can Do For Your Business
Customer Service Representative | Client Support | Operations Support
A Philippines-based customer service hire through Tarino can take on the tasks below. Use this as a guide when scoping the role before your discovery call.
INBOUND SUPPORT
Task | What this looks like in practice |
|---|---|
Email & ticket management | Managing inbound enquiries via email, helpdesk, or ticketing platforms (Zendesk, Freshdesk, Intercom). Responding within agreed SLAs. |
Phone support | Managing inbound enquiries via email, helpdesk, or ticketing platforms (Zendesk, Freshdesk, Intercom). Responding within agreed SLAs. |
Live chat support | Managing live chat conversations in real time. Responding promptly, accurately, and in the brand's tone. |
Complaint handling | Addressing complaints with empathy and a focus on resolution. Following escalation procedures. Documenting outcomes. |
FAQ & knowledge base management | Keeping help articles, FAQs, and response templates up to date based on recurring enquiries and product changes. |
CLIENT MANAGEMENT
Task | What this looks like in practice |
|---|---|
Onboarding support | Welcoming new clients, sending onboarding materials, and walking them through initial setup or next steps. |
Follow-up communication | Proactively following up with clients after interactions to confirm resolution and satisfaction. |
Renewal & retention outreach | Contacting clients ahead of renewals, expiries, or review dates. Supporting retention initiatives as directed. |
CRM management | Logging all interactions accurately in the CRM. Keeping contact records current. Tagging and segmenting as required. |
Client feedback collection | Sending satisfaction surveys via NPS or CSAT tools. Collating responses and summarising themes for the team. |
REPORTING & QUALITY
Task | What this looks like in practice |
|---|---|
Performance reporting | Producing regular reports on ticket volumes, response times, resolution rates, and CSAT scores. |
Quality assurance | Reviewing a sample of interactions against quality benchmarks. Flagging patterns and raising suggested improvements. |
Process documentation | Documenting response scripts, escalation workflows, and SOPs. Keeping materials current as processes change. |
Social media monitoring | Monitoring brand mentions, reviews, and DMs across social platforms. Escalating issues and responding to routine enquiries. |