Customer Service Associate

GSS HR Solutions Private Limted; Metro Manila; On-site; PHP 201,000 - 357,000; Full time

Job summary

GSS HR Solutions Private Limted is seeking a Customer Service Associate (Process Associate – Voice Contact Center) to support banking customers via inbound calls in Metro Manila. The role emphasizes accurate information delivery on accounts, transactions, and banking needs, with a focus on resolving issues at first contact and meeting key KPIs.

The position requires a customer-focused mindset, excellent telephone manners, and the ability to adapt to a high-pressured, KPI-driven environment.

Qualifications

• Minimum 18 months of contact center experience for HSC path.
• Graduate with 9+ months contact center experience preferred.
• 6 months to 1 year of inbound customer service experience preferred.

Responsibilities

• Handle inbound calls on banking and financial service queries.
• Provide accurate information on account details, transactions and other banking needs.
• Resolve queries at first point of contact.
• Meet KPIs such as Resolution, Customer Sentiment and AHT.
• Maintain call handling and service quality.
• Follow internal policies and legal and compliance requirements.

Skills

Customer service

Inbound calls

Banking knowledge

Interpersonal skills

Adaptability

Education

HSC

Graduate

Job description

Opening for Customer Service Associate (Process Associate – Voice Contact Center)

We are looking for a customer-focused Voice Contact Center Agent to support banking and financial services customers over inbound calls.

Key Responsibilities

• Handle inbound calls on banking and financial service queries
• Provide accurate information on account details, transactions and other banking needs
• Resolve queries at first point of contact
• Meet KPIs such as Resolution, Customer Sentiment and AHT
• Maintain call handling and service quality
• Follow internal policies and legal and compliance requirements

Requirements

• Basic understanding of banking and financial products
• Excellent telephone manner and interpersonal skills
• Ability to work in a targeted environment with multiple KPIs
• Comfortable working under pressure and adapting to change
• Willing to work rotational shifts, including nights, weekends and holidays

Qualifications

• HSC with a minimum of 18 months of contact center experience, or
• Graduate with a minimum of 9 months of contact center experience (prefer"d)
• 6 months to 1 year of inbound customer service experience (prefer"d)