CSR (Pioneer Account) Virtual & Onsite Application

GDV BUSINESS SERVICES CO.; Mabalacat; Hybrid; PHP 201,000 - 312,000; Full time

Job summary

GDV BUSINESS SERVICES CO. seeks a customer service representative to handle inbound and outbound calls for Pioneer Account clients with professionalism and courtesy. Respond to inquiries via phone, email, and chat, and provide accurate information about products and services.

You will process account updates and billing requests, document interactions in the CRM, and escalate complex issues to supervisors. Candidates must be able to work onsite at Clark Freeport Zone, Pampanga, with some virtual

Qualifications

• High school diploma or equivalent required.
• Call center or customer service experience preferred but not required.
• Ability to learn Pioneer Account products and policies quickly.
• Strong written and verbal English communication.
• Comfort with multi-channel inquiries (phone, email, chat).

Responsibilities

• Handle inbound and outbound calls with professionalism and courtesy.
• Respond to inquiries via phone, email, and chat support.
• Provide accurate product and service information to clients.
• Process account updates, billing inquiries, and service modifications.
• Document all customer interactions accurately in the CRM.
• Identify and escalate complex issues to supervisors or specialists.
• Maintain knowledge of Pioneer Account features, benefits, and policies.
• Support both remote and onsite clients with quality service.
• Meet or exceed performance targets for call handling time, quality, and satisfaction.
• Participate in training to develop product knowledge and service skills.

Skills

Verbal communication

Written communication

Multitasking

Time management

Empathy

Attention to detail

Education

High school diploma

Tools

CRM software

Phone systems

Computer systems

Job description

Key responsibilities

• Handle inbound and outbound calls from Pioneer Account clients with professionalism and courtesy
• Respond to customer inquiries via multiple channels including phone, email, and chat support
• Provide accurate product and service information to clients in a clear and timely manner
• Process customer requests, including account updates, billing inquiries, and service modifications
• Document all customer interactions thoroughly and accurately in the company database
• Identify and elevate complex issues to supervisors or specialist teams when necessary
• Maintain detailed knowledge of Pioneer Account features, benefits, and policies
• Support both remote and onsite clients with equal quality of service
• Meet or exceed established performance targets including call handling time, quality standards, and customer satisfaction metrics
• Participate in training sessions to develop product knowledge and service skills

What we're looking for

• Excellent verbal and written communication skills in English, with the ability to clearly explain complex information
• Strong customer service orientation with a genuine desire to help clients resolve their issues
• Proven ability to multitask and manage time effectively in a fast-paced environment
• Patience and empathy when dealing with difficult or frustrated customers
• High level of accuracy and attention to detail when documenting information
• Proficiency with computer systems, phone systems, and customer relationship management (CRM) software
• Ability to work both independently and collaboratively within a team setting
• Willingness to work onsite at Clark Freeport Zone, Pampanga, with flexibility for virtual work arrangements
• High school diploma or equivalent qualification as a minimum
• Previous customer service or call center experience is preferred but not essential for the right candidate
• Ability to handle stressful situations and remain calm under pressure