Analyst-Voice

HCL Technologies Limited; Taguig; On-site; PHP 290,000 - 424,000; Full time

Job summary

Sapsf is seeking a customer service specialist in Metro Manila to handle inquiries across channels, resolve issues with accuracy, and document interactions for quality and training purposes.

You will support customers with product and order information, escalate when needed, and contribute insights to improve service delivery and customer experience in a fast-paced environment.

Qualifications

• Advanced customer-handling and communication skills.
• Active listening and empathy.
• Strong process comprehension and documentation accuracy.
• Problem-solving and de-escalation abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Handle relatively complex customer inquiries and escalations across voice and non-voice channels.
• Provide accurate product and order support; ensure adherence to process and quality requirements.
• Document interactions and resolutions; support new team members with process guidance.
• Identify service gaps and recommend improvements.

Skills

Advanced customer-handling

Active listening

Empathy

Communication skills

Problem-solving

De-escalation skills

Documentation accuracy

Multitasking

Job description

Requisition ID166757-Posted09/21/2026

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

Handle relatively complex customer inquiries and escalations across voice and non-voice channels; provide accurate product and order support; ensure adherence to process and quality requirements; document interactions and resolutions; support new team members with process guidance; identify service gaps and recommend improvements.

Skill Requirements

Advanced customer-handling and communication skills; active listening and empathy; strong process comprehension; problem-solving and de-escalation skills; accurate case documentation; ability to manage multiple priorities; working knowledge of quality and escalation procedures.