CSR | Voice , Non-Voice Account | October Hiring!

Top Alliance; Makati; On-site; PHP 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Career development

Health and wellness programmes

Flexible working arrangements

Inclusive team environment

Job summary

Top Alliance is hiring a Customer Service Representative in Makati City, Metro Manila, Philippines. This full-time CSR role involves handling voice and non-voice accounts, providing excellent support via phone, email, live chat, and other channels.

You will manage inquiries, process transactions, and maintain accurate records in the CRM system. A strong customer-centric approach and reliable work ethic are essential for success in this fast-paced environment.

Qualifications

• Customer service experience or eagerness to develop in the field.
• Clear, professional English communication in speech and writing.
• Ability to use computers, databases and CRM software.
• Reliable, punctual and capable of multitasking in a fast-paced environment.

Responsibilities

• Provide professional customer support via phone, email, live chat, or other channels.
• Handle inquiries with efficiency and accuracy and deliver timely resolutions.
• Process orders and requests while following company policies.
• Document all interactions accurately in the system for QA and training.
• Maintain a positive attitude while managing multiple conversations.
• Escalate complex issues to supervisors and follow up for resolution.
• Meet or exceed performance targets like handle time and CSAT.
• Participate in ongoing training to improve product knowledge and skills.
• Collaborate with teammates to achieve departmental goals.

Skills

Customer service

English communication

CRM software

Multitasking

Education

High school diploma or equivalent

Tools

CRM software

Job description

About us

Top Alliance is a leading customer service solutions provider dedicated to delivering exceptional customer experiences across multiple channels. We specialise in connecting talented professionals with dynamic opportunities in the customer service and call centre industry. Our commitment to excellence, employee development, and fostering a supportive work environment makes us an attractive employer for customer service professionals seeking meaningful careers.

About the role

We are hiring Customer Service Representatives (CSRs) for both voice and non-voice accounts on a full-time basis. As a CSR at Top Alliance, you will be at the forefront of delivering outstanding customer support to our clients' customers. Whether you're handling inbound and outbound calls, managing email inquiries, or responding to live chat requests, you'll play a crucial role in ensuring customer satisfaction and building lasting relationships. This is an excellent opportunity to launch or advance your career in customer service within a professional, supportive environment based in Makati City, Metro Manila. We are actively recruiting in October, so this is the perfect time to join our growing team.

Key responsibilities

• Provide professional and courteous customer support via phone, email, live chat, or other communication channels depending on account assignment
• Handle inbound customer inquiries with efficiency and accuracy, addressing concerns and providing timely resolutions
• Process customer transactions, orders, and requests while maintaining compliance with company policies and procedures
• Document all customer interactions accurately in the company system for quality assurance and training purposes
• Maintain a professional demeanour and positive attitude whilst managing multiple customer interactions simultaneously
• Escalate complex issues to supervisors or specialists when necessary and follow up to ensure resolution
• Meet or exceed performance targets including average handling time, first-call resolution rates, and customer satisfaction scores
• Participate in ongoing training and development programmes to enhance product knowledge and customer service skills
• Collaborate with team members and supervisors to achieve departmental goals and contribute to a positive team environment

What we're looking for

• High school diploma, vocational certificate, or equivalent qualification
• Strong communication skills with the ability to articulate clearly and professionally in English, both verbally and in writing
• Excellent listening and problem-solving abilities with a customer-centric approach
• Ability to remain calm and composed when handling difficult or frustrated customers
• Proficiency in using computer systems, databases, and customer relationship management (CRM) software
• Demonstrated multitasking capabilities with the ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and accuracy in data entry and documentation
• Reliability and consistent punctuality with flexibility to work shift-based schedules
• Previous customer service experience is preferred but not essential; we welcome candidates eager to develop their careers in this field

What we offer

• Competitive salary and benefits package commensurate with your experience
• Career development and training opportunities to enhance your skills and advance within the organisation
• A supportive and inclusive work environment where your contributions are valued and recognised
• Flexible working arrangements where applicable to support work-life balance
• Access to health and wellness programmes that prioritise your wellbeing
• A collaborative team culture where you'll work alongside motivated professionals committed to excellence
• Opportunities to work on diverse accounts across both voice and non-voice channels, allowing you to develop versatile skill sets