Customer Service Account - Ilocos Norte

ALORICA TELESERVICES, INC.; Ilocos Norte; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

On-the-job training

Salary incentives

Career growth

Health benefits

Mentors

Training and development

Employee discounts

Flexible scheduling

Job summary

ALORICA TELESERVICES, INC. in Ilocos Norte invites you to join our Customer Service Account team in San Nicolas. This is a full-time opportunity ideal for individuals seeking to start a career in customer service and learn in a supportive environment.

You will handle inquiries via phone and other channels, meet performance targets, receive thorough on-the-job training, and grow with a global leader known for excellent service. Prior experience is welcome but not required.

Qualifications

• Must have at least 6 months BPO or contact center experience.
• Strong English communication skills, both verbal and written.
• Proven ability to handle inquiries, complaints, and escalations.
• Familiarity with performance metrics such as AHT, CSAT, QA.
• Excellent problem-solving, active listening, and multitasking.
• Willingness to work shifting schedules, weekends and holidays.
• Basic computer proficiency and familiarity with customer service tools.

Responsibilities

• Handle inbound and outbound customer inquiries professionally through voice or other channels.
• Provide accurate and timely assistance regarding products, services, and customer concerns.
• Resolve customer issues efficiently while maintaining high customer satisfaction.
• Manage customer complaints and elevate complex concerns to the appropriate departments.
• Accurately document customer interactions, transactions, and resolutions in the system.
• Follow company policies, quality standards, and procedures.
• Meet performance targets including AHT, CSAT, and QA scores.
• Collaborate with team members to ensure smooth operations and deliver excellent customer experiences.

Skills

Customer service

English skills

Problem solving

Active listening

Multitasking

BPO experience

Education

Senior High School

High School under old curriculum

Tools

CRM systems

Job description

About Us

Alorica Teleservices, Inc. is a leading customer service provider dedicated to delivering exceptional support and solutions to clients across diverse industries. We pride ourselves on creating a positive work environment where our team members can grow, develop their skills and build rewarding careers. With a commitment to excellence and innovation, we partner with major global brands to provide outstanding customer experiences.

About the Role

We are seeking enthusiastic and customer-focused individuals for our Customer Service Account position, based in San Nicolas, Ilocos Norte. This is a full-time opportunity perfect for candidates with no prior experience who are eager to launch their career in customer service. In this role, you will be the first point of contact for our clients, handling inquiries, resolving issues and providing support via telephone and other communication channels. This position is essential to maintaining our reputation for excellent customer service and directly contributes to client satisfaction and retention.

Key Responsibilities

• Handle inbound and outbound customer inquiries professionally through voice or other assigned channels.

• Provide accurate and timely assistance regarding products, services, and customer concerns.

• Resolve customer issues efficiently while maintaining a high level of customer satisfaction.

• Manage customer complaints and elevate complex concerns to the appropriate departments when necessary.

• Accurately document customer interactions, transactions, and resolutions in the system.

• Follow company policies, quality standards, and established customer service procedures.

• Consistently meet performance targets, including Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores.

• Collaborate with team members to ensure smooth operations and deliver excellent customer experiences.

What We're Looking For

• Must have previous at least 6 months BPO or contact center experience, preferably in a customer service or voice account.

• Strong English communication skills, both verbal and written.

• Proven ability to handle customer inquiries, complaints, and escalations professionally.

• Familiarity with BPO performance metrics such as AHT, CSAT, QA, and productivity targets.

• Excellent problem-solving, active listening, and multitasking skills.

• Ability to work efficiently in a fast-paced, performance-driven environment.

• Basic computer proficiency and familiarity with customer service tools or CRM systems.

• Willingness to work shifting schedules, weekends, and holidays as required.

• Must be at least a Senior High School graduate or High School graduate under the old curriculum.

• Positive attitude, adaptability, and commitment to delivering excellent customer service.

What We Offer

• Comprehensive on-the-job training programme to prepare you for success in the role

• Competitive salary and performance-based incentives

• Opportunities for career growth and advancement within the company

• Health and wellness benefits to support your wellbeing

• Supportive team environment with experienced supervisors and mentors

• Access to ongoing professional development and skills training

• Employee discounts and special benefits packages

• Flexible scheduling options where possible