Customer Service Agent

Newstel GmbH; Philippines; Remote; PHP 180,000 - 240,000; Full time

Job summary

Newstel Gmbh is seeking a Customer Service Agent in the Philippines to handle inbound voice inquiries from clients. The role is remote/open to candidates in the Philippines and is full-time, project-based.

The agent will resolve account, order, and service concerns, document interactions meticulously, and follow SOPs to maintain high quality and SLA adherence. Strong English communication and prior BPO experience are advantageous.

Qualifications

• Must-have customer service experience in BPO or call center is a plus
• Strong English communication, both verbal and written
• Comfortable navigating computer systems and multiple tools
• Ability to handle challenging interactions professionally

Responsibilities

• Provide professional customer support through inbound voice interactions
• Resolve account, order, and service concerns with accurate documentation
• Maintain SOP compliance and adhere to quality and SLAs
• Stay knowledgeable about products, services, policies and procedures
• Document and update customer information accurately in company systems
• Follow established guidelines and workflows to ensure consistent service

Skills

Customer service orientation

Communication skills

Empathy

Active listening

English proficiency

Problem solving

Education

High School diploma / equivalent

College/graduate

Job description

Customer Service Agent

Company: Newstel Gmbh | Job Type: Full Time | Quezon City, Philippines

Job Description

Remote – Open to candidates in the Philippines

Full-Time | Project-Based

Opportunities vary depending on client needs

Use Your 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.