CSR | Customer Service Representative | Virtual Process Until Job Offer

Top Alliance; Taguig; On-site; PHP 223,000 - 312,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive training programme

Career development and progression

Supportive team environment

Incentives and recognition programmes

Flexible working arrangements

Wellness initiatives

Dynamic workplace culture

Job summary

Top Alliance in Taguig City, Metro Manila is seeking a dedicated Customer Service Representative to deliver exceptional customer support across phone, email, and chat channels. This full-time role operates on a virtual process until an offer is made, with a focus on maintaining customer satisfaction and loyalty.

You will resolve inquiries, process requests, provide product information, and document interactions while adhering to established protocols.

Qualifications

• High school diploma or equivalent.
• Proven customer service experience, preferably in a call centre or similar environment.
• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and the capacity to think critically under pressure.
• Proficiency with computer systems, customer relationship management (CRM) software and standard office applications.
• Patience, empathy and genuine enthusiasm for helping customers.
• Ability to multitask and manage time effectively whilst maintaining accuracy.
• Professional demeanour with a positive attitude and willingness to learn.
• Flexibility to adapt to changing priorities and work schedules as needed.
• Previous experience in a similar role or industry is preferred but not essential for the right candidate.

Responsibilities

• Responding to customer inquiries via phone, email, chat and other communication channels in a timely and professional manner.
• Resolving customer complaints and concerns whilst maintaining a calm and empathetic approach.
• Processing customer requests, orders and transactions accurately and efficiently.
• Providing product and service information to customers to assist with their purchasing decisions.
• Documenting all customer interactions and maintaining detailed records in the company system.
• Following established protocols and procedures to ensure consistency and quality in service delivery.
• Escalating complex or unresolved issues to supervisors or specialised departments when necessary.
• Contributing to a positive team environment and supporting colleagues during peak periods.
• Continuously striving to meet and exceed performance targets and customer satisfaction metrics.

Skills

Customer service

Call center experience

English communication

CRM software

Multitasking

Problem solving

Education

High school diploma

Tools

MS Office

CRM systems

Job description

About the role

Top Alliance is seeking a dedicated and customer-focused Customer Service Representative to join our growing team. This is a full-time position based in Taguig City, Metro Manila. You will be responsible for delivering exceptional customer service through various communication channels, ensuring customer satisfaction and loyalty. This role operates on a virtual process basis until a job offer is extended. As a Customer Service Representative, you will be the voice of our company, playing a crucial role in building and maintaining positive customer relationships whilst resolving inquiries and concerns efficiently and professionally.

What you'll be doing

• Responding to customer inquiries via phone, email, chat and other communication channels in a timely and professional manner

• Resolving customer complaints and concerns whilst maintaining a calm and empathetic approach

• Processing customer requests, orders and transactions accurately and efficiently

• Providing product and service information to customers to assist with their purchasing decisions

• Documenting all customer interactions and maintaining detailed records in the company system

• Following established protocols and procedures to ensure consistency and quality in service delivery

• Escalating complex or unresolved issues to supervisors or specialised departments when necessary

• Contributing to a positive team environment and supporting colleagues during peak periods

• Continuously striving to meet and exceed performance targets and customer satisfaction metrics

What we’re looking for

• High school diploma or equivalent qualification as a minimum requirement

• Proven customer service experience, preferably in a call centre or similar environment

• Excellent verbal and written communication skills in English

• Strong problem-solving abilities and the capacity to think critically under pressure

• Proficiency with computer systems, customer relationship management (CRM) software and standard office applications

• Patience, empathy and genuine enthusiasm for helping customers

• Ability to multitask and manage time effectively whilst maintaining accuracy

• Professional demeanour with a positive attitude and willingness to learn

• Flexibility to adapt to changing priorities and work schedules as needed

• Previous experience in a similar role or industry is preferred but not essential for the right candidate

What we offer

• Competitive salary package commensurate with experience

• Comprehensive training programme to equip you with the skills and knowledge needed for success

• Opportunities for career development and progression within the organisation

• A supportive and collaborative team environment

• Performance-based incentives and recognition programmes

• Flexible working arrangements to promote work-life balance

• Access to employee assistance programmes and wellness initiatives

• A dynamic workplace culture that values innovation and continuous improvement

About us

Top Alliance is a forward-thinking organisation committed to delivering outstanding customer experiences and building lasting relationships with our clients. We pride ourselves on our customer-centric approach, innovative solutions and dedicated team of professionals. Our mission is to provide exceptional service that exceeds customer expectations whilst fostering a workplace where employees can thrive and grow. With a strong reputation for excellence and reliability, we continue to expand our presence in the market and invest in our people as our greatest asset.