Customer Service Agent

Newstel Gmbh; Philippines; Remote; PHP 335,000 - 670,000; Full time

Job summary

Newstel Gmbh in the Philippines is seeking a Customer Service Agent for remote, project-based work delivering professional support via inbound calls. You will resolve account, order, and service concerns while documenting interactions and following SOPs to maintain quality and SLAs.

The ideal candidate has strong English communication, empathy, and active listening, with at least a high school diploma and experience in BPO or customer-facing roles.

Qualifications

• Prior experience in BPO or call centers is a plus.
• Strong English communication skills, both written and spoken.
• Proficient with computer systems and multiple tools.

Responsibilities

• Handle inbound voice inquiries and provide customer support.
• Resolve account, order, and service concerns with accuracy.
• Document interactions clearly and update records.
• Follow SOPs and quality standards to ensure consistent service.
• Stay informed about products, policies, and procedures.

Skills

Customer service

Communication skills

Empathy

Active listening

English proficiency

Education

High School diploma or equivalent

Job description

Job Description - Customer Service Agent

Remote – Open to candidates in the Philippines
Full-Time | Project-Based
Opportunities vary depending on client needs
UseYour Own Device

About the Role
Provides professional and empathetic customer support through inbound voice interactions, resolving account, order, and service concerns while ensuring accurate documentation, SOP compliance, and adherence to quality and service standards.

What You’ll Do

• Deliver excellent customer service through inbound voice interactions while assisting customers with their inquiries, concerns, and requests.
• Provide accurate and timely support for account-related concerns, troubleshooting, order processing, and other customer needs.
• Communicate professionally and empathetically to ensure a positive customer experience.
• Stay knowledgeable about company products, services, policies, and procedures to provide reliable information.
• Resolve customer concerns efficiently while meeting quality standards and service level agreements (SLAs).
• Accurately document and update customer information and interaction details in company systems.
• Follow established guidelines, workflows, and standard operating procedures (SOPs) to ensure consistent service delivery.

What You Bring

• Strong customer service orientation with excellent communication, empathy, and active listening skills.
• At least a High School Graduate (old curriculum), Senior High School Graduate, Associate/Vocational Graduate, or College Graduate.
• Previous customer service experience in BPO, call center, or other customer-facing roles is an advantage.
• Comfortable navigating computer systems, applications, and multiple tools.
• Strong English communication skills, both verbal and written.
• Ability to handle challenging customer interactions and provide effective solutions in a professional manner.