Hire Customer Service Specialists

Are you looking to elevate your customer support while optimizing operational costs?

Hiring offshore customer service specialists from CoDev gives you access to top-tier professionals who can handle your customer queries efficiently, all at a fraction of the cost compared to hiring locally.

Let’s learn more about what offshore customer service specialists are.

Why Hire Offshore Customer Service Specialists from the Philippines?

Due to its many business advantages, the Philippines is a leading offshore customer service outsourcing destination.

CoDev has built its operations in this country for several reasons:

1. Cost Efficiency: Offshore customer service specialists from the Philippines offer the same expertise as onshore agents but at a much lower cost, allowing businesses to save significantly on operational expenses.
2. Experienced Workforce: The Philippines has a mature outsourcing industry with customer service specialists experienced in various industries, including retail, healthcare, technology, and finance.
3. English Proficiency: Filipino customer service representatives with a neutral accent are highly proficient in English, ensuring smooth communication with customers from English-speaking countries.
4. Cultural Compatibility: Filipino professionals are known for their hospitality, patience, and strong work ethic, making them well-suited to customer service roles, especially in Western markets.
5. 24/7 Availability: Due to time zone differences, offshore customer service teams in the Philippines can offer round-the-clock support, ensuring your customers receive help at any time of the day.

What CoDev Offshore Customer Service Specialists Can Do for You

Our offshore customer service specialists are equipped to handle a wide range of customer service functions, including:

• Multi-Channel Support: Providing customer service via phone, email, live chat, and social media platforms, ensuring customers can reach out in their preferred method.
• Technical Support: Offering assistance with technical issues, troubleshooting problems, and guiding customers through solutions.
• Order Management involves processing orders, tracking shipments, and handling returns or exchanges to ensure a smooth customer experience.
• Complaint Resolution: Handling customer complaints professionally and patiently, ensuring issues are resolved quickly and satisfactorily.
• Upselling and Cross-Selling are the processes of identifying opportunities to promote additional products or services that meet customer needs and help increase revenue.
• Customer Retention: Building and maintaining positive customer relationships enhances brand loyalty and ensures repeat business.

Cost Comparison: U.S. vs. Offshore Customer Service Specialists

Hiring customer service specialists in the U.S. can be expensive due to salary demands and overhead costs. Here’s a general estimate of annual salaries for customer service specialists in the U.S.:

• Entry-Level Customer Service Specialist: $35,000 – $45,000
• Mid-Level Customer Service Specialist: $45,000 – $60,000
• Senior Customer Service Specialist: $60,000 – $80,000+

In comparison, hiring offshore customer service specialists from the Philippines offers a more cost-effective solution:

• Entry-Level Customer Service Specialist: $6,000 – $12,000 annually
• Mid-Level Customer Service Specialist: $12,000 – $20,000 annually
• Senior Customer Service Specialist: $20,000 – $30,000 annually

This cost difference allows businesses to save 70% on customer service costs while maintaining high-quality support, enabling you to reinvest those savings into other crucial business areas.

Where to Find Offshore Customer Service Specialists

Several platforms and resources are available for hiring offshore customer service specialists. However, CoDev makes the process easier by providing pre-vetted talent to meet your business needs.

Here are other platforms you can find offshore specialists:

• Freelance Platforms: Websites like Upwork and Freelancer allow you to hire customer service specialists on a short-term or freelance basis.
• Outsourcing Agencies: CoDev provides businesses with pre-screened and highly trained offshore customer service specialists, saving you the hassle of recruitment and training.
• Job Boards: Platforms like LinkedIn or Indeed can help you find full-time offshore customer service specialists, though recruitment and screening may take more time.

However, if you want to start checking out qualified candidates, CoDev is your best choice.

How to Hire an Offshore Customer Service Specialist

Here’s a streamlined process to help you hire the right offshore customer service specialist:

1. Define Your Requirements: Outline the necessary skills, experience level, and scope of the customer service tasks you need assistance with.
2. Source Talent: Use platforms like CoDev, job boards, or freelance websites to search for qualified candidates.
3. Review Resumes and Portfolios: Examine previous work experience and relevant customer service roles to ensure candidates meet your criteria.
4. Conduct Interviews: Ask questions assessing technical abilities and communication skills to ensure they can handle customer interactions effectively.
5. Onboard Your Specialist: Once you’ve selected the right candidate, onboard them into your system and train them on your company’s customer service policies and tools.

Job Description Template

Here’s a sample job description template for hiring a customer service specialist:

Responsibilities:

• Respond to customer inquiries promptly and professionally via phone, email, chat, or social media.
• Provided solutions to customer issues, troubleshot problems, and escalated them when necessary.
• Process orders, returns, and exchanges while maintaining accurate records of transactions.
• Identify opportunities for upselling or cross-selling based on customer needs.
• Maintain up-to-date knowledge of company products, services, and policies.
• Collaborate with internal teams to ensure customer satisfaction and resolve complex issues.
• Handle complaints with patience and professionalism, ensuring a positive resolution.

Qualifications:

• Previous experience in a customer service role, preferably in a remote or offshore setting.
• Strong communication skills, both verbal and written.
• Proficiency in using customer service software, CRM systems, and support tools.
• Excellent problem-solving and decision-making abilities.
• Ability to manage multiple customer interactions simultaneously.
• Strong work ethic and the ability to work independently in a fast-paced environment.
• Fluency in English is required.

How to Interview an Offshore Customer Service Specialist

When interviewing offshore customer service specialists, assess their technical knowledge and soft skills. Key questions to ask include:

• How do you handle difficult customer situations or complaints?
• Can you give an example of how you successfully resolved a challenging customer issue?
• What CRM tools and customer support software are you familiar with?
• How do you prioritize customer inquiries when handling multiple requests?
• How have you worked with remote teams or clients in the past?

Ready to Hire an Offshore Customer Service Specialist?

At CoDev, we specialize in connecting businesses with skilled offshore customer service specialists who can help you provide excellent customer support while saving up to 70% of costs.

Whether you need someone to handle day-to-day inquiries or complex customer issues, our specialists have the skills and experience to meet your needs.

Book a discovery call to learn more about how our offshore customer service specialists can help you deliver outstanding customer support and drive customer satisfaction!