BPO Customer Service Representative

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 240,000 - 320,000; Full time

Job summary

vCustomer Philippines, Inc. is seeking a customer service professional to support US-based customers from our Eastwood Libis, Quezon City office.

You will respond across inbound calls, email, and callback channels, aligning work hours to US EST (9am-6pm) with daylight savings adjustments. The role requires 1–3 years of customer service experience, strong English proficiency, and the ability to troubleshoot complex queries in a fast-paced environment.

Qualifications

• Fluent English communication, both written and verbal.
• 1–3 years in customer service roles.
• Experience with US Payroll/Time & Labor/HR is a plus.
• Strong troubleshooting and problem-resolution skills.
• Ability to manage expectations and work with multiple stakeholders.

Responsibilities

• Serve as the first contact for customers via phone, email, and callbacks.
• Align work hours to US business hours (9a–6p EST) with daylight savings adjustment.
• Expand knowledge of product offerings, support policies, and delivery methods.
• Provide empathetic, customer-centric service to ensure satisfaction.

Skills

English proficiency

Multitasking

Customer service experience

US payroll/HR experience

Technical troubleshooting

Set expectations

Collaboration

Time management

Handling sensitive situations

Team-oriented

Job description

What You Will Do:

• Working hours will align with US business hours (9a-6p EST) and adjust by 1 hour to account for daylight savings time.
• Serve as the first point of contact for our customers, providing support through various channels inbound phones, email and a callback model.
• Expand your knowledge of product offerings, support policies, and delivery methods.
• Provide empathetic customer service to ensure customer satisfaction.
• Foster strong relationships with internal partners and communicate effectively across all organizational levels.
• Utilize your problem-solving skills to resolve complex customer queries.
• Thrive in a fast-paced, high-volume environment with precision and accuracy.
• Efficiently leverage various technologies and multiple screens.
• Participate in internal and external training sessions as required.

What You Will Bring:

• Proficient in English, with strong verbal and written communication skills.
• Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
• 1-3 years of customer service experience.
• Experience with US Payroll/Time and Labor/HR is advantageous.
• Demonstrated technical troubleshooting skills.
• Ability to set and manage customer expectations effectively.
• Strong collaboration and time management skills.
• Experience handling sensitive situations professionally and thoroughly.
• Highly motivated and team-oriented

Work Details:

Work Schedule: shifting schedule

Working Set Up: work in office at Eastwood Libis, Quezon City