Outsourcing Customer Service and Customer Support Jobs to the Philippines
Since the introduction of the outsourcing industry in the 1990s, the Philippines’ customer service and customer support jobs have been booming in numbers. It has given numerous opportunities to Filipino employees to earn and provide for their families. But the most significant impact is that it has opened the Philippines as a new business destination for the IT-BPO industry. It has been rapidly increasing ever since, and it does not seem like the trend is slowing down.
Difference Between Customer Service and Customer Support Jobs
Business owners have this misconception that customer service & support jobs are the same. But in reality, there are differences in their job functions. To help you identify which of the two is your business need, let us first determine the differences between the two roles.
Customer service focuses on relationship-building, while customer support centers on troubleshooting problems a customer is experiencing with a product.
We can conclude that customer service involves customer collaboration to gain maximum satisfaction for long-term business relationship building by enhancing the customer’s experience in the duration of the engagement. And customer support specializes in fixing technical issues encountered by a customer at that moment, making it a short-term involvement, but they can also assist customers in installing, upgrading or, ending service with the company they are representing.
Even if both roles require conviviality and long patience, it differs in the interaction with clients. A customer service representative can bridge the gap between the clients and the company with their general knowledge and pleasing personality. However, a customer support representative should be equipped with specialized and technical information to assist customers. Whether inbound or outbound, both roles can take a high volume of calls.
Qualifications for Customer Service and Customer Support Jobs
Without a doubt, communication is the bread and butter of this industry. But being a good communicator is not enough to be a top-notch customer service or customer support representative. Here are some of the qualities a candidate must have to do well in this job.
- Excellent English communication skills (speaking, listening, reading, and writing)
- Tech Savvy
- Problem-solving skills
- Ability to stay composed under pressure and empathize with customers with concerns
- Attention to details
- Comfortable in multitasking
- Time management
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Candidates for Customer Service and Customer Support Jobs
032 Outsourcing Candidate: Sales Support Representative
Reading Time: 2 minutes John has experience as a sales support representative for an exclusive luxury cars dealership in Dubai for 7 years. Learn more about John.